Cloud Commerce Pro Reviews 205

coming up to 3 years and still not been able to use the system. No contact , no support. trying to get problems resolved takes a long time, avoid.

No Support. The system is broken beyond repair.

Tool Supplies UK became a customer of Cloud Commerce Pro (CCP) in June 2020 and paid an initial fee of £10,596. The implementation process was much more difficult, complex and lengthy than we had been led to believe and we did not go live until October 2021, some 15 months later, despite committing significant inhouse resources to the project. Had I realised at the outset that implementation would take as long as it did I would never have selected CCP. They started to invoice me during 2020, despite an agreement not to start billing until the system had been fully implemented. By the time we realised the complex reality of going live we had committed too much time and money to pull out. That was a mistake, as any losses incurred up to that point have been dwarfed by the ongoing losses since.

In October 2022 CCP suffered a catastrophic failure, which had an immediate and substantial effect. They tried to underplay the seriousness of the failure, describing it as an “outage”. More recently a senior manager at CCP admitted they were unable to restore from backups and were having to rewrite large parts of the system.

Since the go live date the support and performance of the system has been woefully inadequate. We experienced numerous problems, a small sample of which are:

Persistent issues with the support team. We came to feel that they were employed as gatekeepers, designed to frustrate our efforts to get the numerous problems addressed and resolved. It could often take weeks to get responses from them. If any third party was ever involved the standard response was, “It’s an Amazon issue”. Substitute Amazon for anyone else CCP interacted with.
CCP consistently failed to operate as a reliable hub between our sales platforms with persistent issues around updating stock and prices. We routinely had stock and price synchronisation issues between CCP, Amazon and eBay.
Magento in both versions 1 and 2 never connected properly despite them advertising support for these products.
We had an ongoing inability to update stock in a timely manner. We relied on getting export files from CCP which in some instances could take up to twenty four hours to complete. Sometimes the export would run for several hours and then fail completely. This was critical, as these problems led to products showing as out of stock when they were not and vice versa, directly affecting sales, customer satisfaction and critically, Amazon metrics.
CCP failed to update tracking data in Amazon consistently. We had to check the data daily to ensure we did not fall below the 95% valid tracking required to maintain our account in good standing.
A myriad of other issues arising from the “outage” from which we never recovered. The impact on our Amazon metrics and the business was substantial. It should always be possible to rollback and restore in the event of any serious failure but CCP could not.

CCP recommended we migrate to another software product of theirs, namely ChannelGrabber. An initial review showed deficiencies in several areas. I had no confidence in their ability to support us or implement a satisfactory alternative. In the circumstances we had no alternative but to seek a more reliable supplier. Prior to October 2022 I paid a total of £12,180 in monthly fees and a further £1,896 in additional payments for one off tasks.

For several days after the October 2022 failure we were unable to process orders at all. Over 95% of our sales are through Amazon and we have suffered a serious downgrade in our Amazon ranking resulting in slippage against our main competitors and a marked reduction in sales.

Early in 2023 we found an alternative supplier that we were able to go live with within a matter of weeks. I have used and implemented several software packages during the course of my career and have never experienced anything that comes close to how poorly CCP performed in every aspect of its operation. I would not want any other company to go through what we did. The number of negative reviews on Trustpilot are probably only a fraction of the customers affected and the lack of responses to them from CCP is typical of their complete disregard for their customers.

Poor experience with this company - avoid at all costs.

Tool Supplies UK became a customer of Cloud Commerce Pro (CCP) in June 2020 and paid an initial fee of £10,596. The implementation process was much more difficult, complex and lengthy than we had been led to believe and we did not go live until October 2021, some 15 months later, despite committing significant inhouse resources to the project. Had I realised at the outset that implementation would take as long as it did I would never have selected CCP. They started to invoice me during 2020, despite an agreement not to start billing until the system had been fully implemented. By the time we realised the complex reality of going live we had committed too much time and money to pull out. That was a mistake, as any losses incurred up to that point have been dwarfed by the ongoing losses since.

In October 2022 CCP suffered a catastrophic failure, which had an immediate and substantial effect. They tried to underplay the seriousness of the failure, describing it as an “outage”. More recently a senior manager at CCP admitted they were unable to restore from backups and were having to rewrite large parts of the system.

Since the go live date the support and performance of the system has been woefully inadequate. We experienced numerous problems, a small sample of which are:
• Persistent issues with the support team. We came to feel that they were employed as gatekeepers, designed to frustrate our efforts to get the numerous problems addressed and resolved. It could often take weeks to get responses from them. If any third party was ever involved the standard response was, “It’s an Amazon issue”. Substitute Amazon for anyone else CCP interacted with.
• CCP consistently failed to operate as a reliable hub between our sales platforms with persistent issues around updating stock and prices. We routinely had stock and price synchronisation issues between CCP, Amazon and eBay.
• Magento in both versions 1 and 2 never connected properly despite them advertising support for these products.
• We had an ongoing inability to update stock in a timely manner. We relied on getting export files from CCP which in some instances could take up to twenty four hours to complete. Sometimes the export would run for several hours and then fail completely. This was critical, as these problems led to products showing as out of stock when they were not and vice versa, directly affecting sales, customer satisfaction and critically, Amazon metrics.
• CCP failed to update tracking data in Amazon consistently. We had to check the data daily to ensure we did not fall below the 95% valid tracking required to maintain our account in good standing.
• A myriad of other issues arising from the “outage” from which we never recovered. The impact on our Amazon metrics and the business was substantial. It should always be possible to rollback and restore in the event of any serious failure but CCP could not.

CCP recommended we migrate to another software product of theirs, namely ChannelGrabber. An initial review showed deficiencies in several areas. I had no confidence in their ability to support us or implement a satisfactory alternative. In the circumstances we had no alternative but to seek a more reliable supplier. Prior to October 2022 I paid a total of £12,180 in monthly fees and a further £1,896 in additional payments for one off tasks.

For several days after the October 2022 failure we were unable to process orders at all. Over 95% of our sales are through Amazon and we have suffered a serious downgrade in our Amazon ranking resulting in slippage against our main competitors and a marked reduction in sales.

Early in 2023 we found an alternative supplier that we were able to go live with within a matter of weeks. I have used and implemented several software packages during the course of my career and have never experienced anything that comes close to how poorly CCP performed in every aspect of its operation. I would not want any other company to go through what we did. The number of negative reviews on Trustpilot are probably only a fraction of the customers affected and the lack of responses to them from CCP is typical of their complete disregard for their customers.

Avoid this company and save yourself a load of time, stress and money.
They tried to get our system up and running over a 2 year period!! (We were of course using another system as back)
CCP are utterly useless, disorganised, shambolic etc etc…
The sales guys will tell you it can do everything and anything you need. The reality is they couldn’t even work out how to show our prices on our website excluding vat. Every time they got it sorted it went wrong again. Shipping didn’t work either.
We wasted so much time with them trying figure out why things didn’t work but all to no avail.
In the end I had to draw a line under the whole fiasco and write off the £7000 it cost us.
Absolutely the worst company I have ever experienced.
We now use another system from another company that is simple, works and is way cheaper

I paid £2,500 for an integration that never really happened.
They only connected CCP with some marketplaces.
For what I asked they always said that I have to do this myself. I merged all SKUs few thousand and they couldn't handle the shipping rules. No contact , no support. The channel Never ran live. 2 years and nothing. Do not recommend at all. Vincent will tell you anything you want to hear, but the reality of this company is different. I recommend avoiding.

Recently, I had the opportunity to use the Cloud Commerce Pro system, which was supposed to help me manage my e-commerce store. Unfortunately, my experience with this tool was far from satisfactory. I would like to share my opinion on this system with you to warn others of similar problems.

Firstly, the biggest issue with Cloud Commerce Pro is the system's instability. Numerous times, some functions would simply stop working, causing a lot of trouble in managing my store. Sometimes these were minor inconveniences, but there were also more severe problems, such as data loss or errors in payment processing.

Another critical concern is the poor security measures in place for sensitive customer data and financial information. The system appears to have weak protection, posing a significant risk that this information might be leaked or exposed due to vulnerabilities in the system. This lack of security could have severe consequences for both the e-commerce store and its customers.

In addition to functionality and security problems, I must also address the quality of customer service. When reporting issues related to the system, I usually had to wait a long time for a response, and when I finally received it, it was often insufficient or inappropriate. As a result, many issues remained unresolved, and I wasted valuable time trying to deal with these problems on my own.

In conclusion, my experiences with the Cloud Commerce Pro system are negative. Instead of facilitating e-commerce store management, the system generates more losses than benefits. Instability, functional problems, poor security measures, and inadequate customer service make it impossible for me to recommend this solution to other entrepreneurs. If you are looking for an efficient system to manage your e-commerce store, I suggest looking for other, more stable and secure options on the market.

And the outages continue. No support, no one answers phone and no way of making a complaint!!

Do not recommend this company. would give 0 stars if possible.

We have been with CloudCommerce for over 4 years and in that time their system has crashed approx. 8 times (twice a year). Most recently, it's been down for 4 days and counting. Each time we have had to muddle through and find our own manual workarounds. There is absolutely no help from CC and the ONLY communication is via EChat and a series of generic cut & paste messages that never answer the issues we face. There is absolutely no transprancy; a total lack of customer service and no route to complain. The staff from the top to the bottom genuinely don't seem to give a damn about their customers. I would not recommend them at all.

Worst company I've ever worked with.
There are many better alternatives out there.
Their broken system simply does not work, it's effectively a scam.
The owners should be embarrassed.

Took thousands of pounds and now cant contact them!
Started 1 year ago - now all of our account managers have gone AWOL
Have they gone bust?
Need answers
How do we take this further?

We joined CCP in 2021 and were still in the onboarding stage as we did not anticipate data cleansing will take a long time but it's not entirely their fault as we were distracted with day to day running of our business so it was on and off process with the onboarding process. However, It's worth pointing out that in this time frame I have had three different individuals to deal with whom I would have to start the conversation from ground zero to explain our process and how we need the data to function which did not help. In addition to that, our Account Manager is/was good for nothing as communication is slow and the willingness to find solutions to problems is ZERO once again. In fact, the motto in this company seems like just read the instruction in the manual, and that's it, no need to work any sweat to help your clients. This brings me to my next point as their API has restrictions that could impact your growth as a business and the whole point of having such software in place is to help you grow and understand your business in an efficient way but their customer service is 'Sorry, this is all we have, like it or not, we don't care. Thank you. There was no attempt from their end to work on a solution. So, as much as we loved their software and desperately wanted to incorporate it into our business they were not interested. In simple words, they are your best friends and will promise you the world until you sign on the dotted line, and then after that when you need help they will make it as difficult as possible for you to get the help you need. Lastly, we are requesting £4500+VAT back, but guess what, they have denied that money so now we have to take the legal route as one of their directors had assured us if there was a time when we run into a deadlock we would work together to come to amicable solutions but so far we have had only one email from our account manager where they have denied the refund and when challenged there is no response and this was over 15 days go. So you can imagine what you could be getting yourself into if anyone decides to join them. To be honest, I am not surprised with the all their recent bad reviews, it just goes to show who and what we are dealing with.

We used Cloud Commerce Pro for around 18 months before finally deciding to jump ship when they increased their prices. We were on the verge of leaving anyway so it was really just the final nail in the coffin.

We faced numerous issues with the system and I'm glad we left when we did, judging by the recent reviews left on here it appears that the problems with the system never got fixed.

The issues we faced were:

- Poor, unhelpful onboarding at the start.

- The system would constantly break and take hours/days to fix meaning we were not able to dispatch orders during that time.

- The customer service team would push you to raise an online chat ticket for an issue but would then take literally hours to respond between messages.

- Senior people in the organisation that phoned me when we complained but instead of apologising and fixing the issue, they would instead deflect the issue and essentially just tell me to be more patient. I never felt like I was being listened to.

We moved to a much better and cheaper system a few months ago. It's not perfect but it's never stopped working and the onboarding and support has been excellent. Moving away from the Cloud Commerce Pro/Channel Grabber group was one of the best decisions I've made.

I don't like saying this, but Cloud Commerce Pro is probably the worst system I have ever used for anything. Apparently they have a new MD in place. I hope they read this and the other bad reviews and make a genuine effort to fix the problems.

Extremely disappointed with this company. We have been a customer for a number of years now and put up with constant issues, some minor, some very major. The only reason we have stuck with them is that a) it is a pain to move, and b) their pricing was fairly reasonable.

Since they were purchased, the new owners clearly decided that the easiest way to increase revenue isn't to fix the issues, improve support, add more features and find new customers, it's just to slap a 150% price increase (not a typo) onto their existing ones.

Their justification is that they are investing in more people, more support, more tech guys, to make the system stable (which as you’ll see below is a joke), add features, and keep up with changing specifications of the various partners they integrate with. But what they're actually saying is that they want their customers to pay up front so that they can use the money to make their system work properly. Which is outrageous.

CCP has a lot of functionality, but it's built on sub-standard architecture, with layers upon layers of code, meaning it falls over a lot. They change something, other things break. There are numerous times when we have three or four open tickets, that often take weeks to resolve. Sometimes they never are. Despite repeated chasing. And then some days there is a serious crash and parcels don't go out. Case in point - as this review is written, the system has now been down for over 48 hours. No parcels were sent out yesterday, which means 160 customers will not be getting their orders, we will get strikes from Amazon for late shipping/late delivery, and we will lose our Prime shipping privileges for failing to maintain our on-time delivery targets.

Despite negotiating a lower monthly price, even this isn’t worth it. We recently looked at alternatives, including Brightpearl (good but expensive), Shipstation (excellent and very cheap, if you don't need full inventory management) and Veeqo (now completely free of charge and with full functionality). We are now intending to move to Veeqo because it does everything we need and is totally free since being acquired by Amazon.

As a small UK manufacturer, we're under increasing pressure along our entire supply chain with rising costs due to increases in raw materials, energy, transport, etc. Despite this, we're committed to keeping the costs to our customers the same. The last thing we need is long-time partner engaging in price-gouging with a 150% increase at a difficult time like this. Never mind the fact that their system in no way justifies this level of pricing.

Save yourself a lot of trouble – look elsewhere, probably Veeqo.

Let's try leaving a negative review again, CCP seems to care more about removing reviews than keeping the customers happy.

We have used CCP for around two years but we are constantly having issues.

When we have an issue with a feature not working support is very slow to respond and even slower in getting the issue resolved.

We had had lots of issues with orders importing up to an hour and a half after the order was placed on a sales channel.

Currently, the system has been down since Sunday. As of Tuesday afternoon, the system is still not functioning correctly. This is resulting in over 600 orders that we are unable to dispatch. The negative effect of our business is huge. Cancelled orders, and regular customers jumping ship to other suppliers, all at a huge financial cost to us.

This is the final nail in the coffin for CCP as we are now looking for alternatives.

CCP is not a system you can trust to run your business on!

Avoid at all cost, I have used this company for 4-5 years, 1st year was great no problem and a lot of support. After that was worst and worst every year, lots of errors bugs and system crashes. 2020 for few months system was extremely sluggish, sometimes take more than a minute to print 1 order. After couple of months they invest (finally) with new servers to speed up dispatch process, but still this is money making machine as they just worry about numbers of customers not quality of the system. Since 2021 there is no customer service you need to go to chat and open ticket than you need to wait and wait.... Sometimes respond time takes 2 weeks so in the end you need to solve the problems by yourself. This year price rise more than 100% or they offer discount if you sign contract to keep you for all cost!! So to save 150£ a month yes I sign the contract as I invest in this system around 20000£ paying set up fee and monthly subscription, so you will think if you don't like it just walk away but than you see 20k plus hounded of hours spend to solve problems and make system tidy, hours spend to train dispatch team how to use you don't want to switch!! Now since 5 weeks system is very unstable, crashesh, limitation on services, many features are switched off. 3x Monday a row there was no access to homepage. Almost lost Amazon account (50% of our business turnover), all performance on other channels at risk to lose top sellers etc. I want to change platform as there is no trust to this system, also after big crash lost all photos and they say sorry you need to upload again 3500 photos!! plus remove around 30k ghost photos, this will take me a months!! Unfortunately I'm their prisoner and they said " you sign contract you need to stay" even if they can't provide you access to software all the time and features that you should be able to use whenever you want. For me it's like Vodafone contract and you can't make a calls and sending text messages but you still need to pay. Shocking. Before you will "go ahead" think about other options as now its plenty out there.

The orchestra continued to play as the ship started to sink. We didn't hang around. We left aboard a lifeboat and are heading for the RMS Carpaithia.

CCP wrote this morning, "We are pleased to inform you that all disruptions should now have ceased". Maybe they should, but they haven't. We are still engaged in manual workarounds to fix their broken system and their support team are refusing to acknowledge outstanding issues. We have given up asking for support relating to issues we are still finding, concentrating instead on migrating away from CCP.

Our Amazon metrics are holed below the waterline and we still face the real threat of account deactivation. "Disruptions should now have ceased". A bad joke.

Oh, this is hard to type - But I am saying this as a Director myself and it pains me, as all the staff there (at CCP) are lovely BUT - CCP software is broken, Its like watching (and being on board) a very very slow train wreck. I advise anyone who has a business they care about - DON'T - Genuinely don't - Cost isn't the issue, it's performance - and it cripples businesses (including ours) so please. Don't do it. After the HUGE investment they had, and the appointment of a new MD, nothing has changed. It's the Retail Software equivalent of the Titanic.. Don't board. This is not about the staff who try their best. It's the tool itself. It WILL batter your business.

Something is working but it is getting worse.
I'm not sure about the future, their system wasn't working for a few days.
Order-based shipping was not possible for two days. Stock status was mixed up and huge misunderstanding. Some stock and orders changes have been reversed. No information or updating from the CCP website.

The CCP crash was a week ago and so far it has not been fully back in operation.
Contacting service is a waste of time.

I will have to resign from CCP