Orderwise Reviews 

Despite paying them over £5K/year for a support package what you get back in terms of support is actually laughable. I emailed support this morning about changing my designated contacts as asked where in the portal i could do that. I received the response that these "can be managed under the My Links section". Of course it's under My Links. How could i not see that? I then go on my links to find: "To review or update your Designated Contacts use the Administrative request type on the Contact Support page.". So I respond to same support email asking please may i have this since it's asking me to contact support anyway and I then ghosted by said support. I am never not shocked at the fact that these companies can get away with this kind of behaviour. They only care about one thing and that is your money. Customer satisfaction comes last on their list. Scratch that - it's not even on the list! Please do yourself a favour and run a mile!

Having used Orderwise for around 10 years the system was very good for our business however approx 5 years ago we found a major floor in the system when we were busy part of the system would slow right down. We have reported this EVERY October/November since and nothing has ever been done, it really hampers our Q4 peak season and they just brush it off and never fix the issue leaving us to struggle, then in Q1 they promise it is fixed. I think i should have learnt by now but moving systems is not simple. To top it off they have increased the costs massively and the support since the take over has been woefully underfunded despite them charging us nearly double.

And don't get me started on their browser version of the software.

Excellent training received from Dave Hamilton today. He is very knowledgeable and can apply that to our business.

Two months ago, I posted a detailed review describing our ongoing issues with Orderwise — specifically, a fault that’s been present since week one of our implementation back in 2021, and the company’s failure to fix it despite repeated assurances.

Orderwise publicly replied, stating that our account manager would contact us to “work towards a resolution.” Unsurprisingly, that never happened. Two months on, there’s been no contact whatsoever — not a call, not an email, not even an acknowledgment.

That response now feels like a PR move to make it look like they care, when in reality, nothing has changed. The same issue remains unresolved, and the same dismissive attitude persists.

The pattern is clear: once Orderwise has your money, meaningful support effectively ends. Their communication only seems to happen in public replies, not in actual follow-up.

If you’re reading this while considering their software, be warned — the system may be decent, but you’ll be on your own the moment things go wrong. Our experience has been one long, frustrating lesson in how not to treat customers.

Very helpful - again, Thank you.

Hannah was really patient, very friendly and also very knowledgeable.

Niall, our training administrator was excellent through all of his sessions. Patient, knowledgeable and very easy to communicate with - both my colleague and I felt like we got exactly what we needed from the process and look forward to using the system going forwards with a lot more confidence.

Great service and explained everything with clear and plain instructions. Resolved the issue quickly and professionally.

Dave was a brilliant trainer and very helpful and nothing was too much for him an absolute credit to orderwise.

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.

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!