Orderwise Reviews 

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.

Both Richard and Vicky were fantastic to work with. Richard had been with me through the whole process, taken time to explain certain things in a way in which I understood, and clearly did significant amount of work behind the scenes.

Vicky was great at the implementation and took time to call me after to ensure everything had gone swimmingly.

Thanks to both.

Lauren has been very helpful and patient during our Trade Portal build & Go-Live. She has always followed up on queries and made sure that issues are resolved quickly and kept us in the loop at all times about what was happening. Always friendly and very easy to work with.

Our company has been a long-time customer of this provider, so we were shocked by recent developments with their web-based version. They’ve tried to upsell us to a more expensive monthly plan for a product that won’t even be fully functional until 2026. Originally, we were led to believe the web-based version would launch last year, but now they’ve sold us on something entirely different. Instead, they shifted us to a pricier contract that was misrepresented to us—promised as a web-based solution available within six weeks.
They also claimed this would replace our existing 12-month service and hosting package.
It feels like they’ve morphed into one of those predatory companies like 4com or HiHi, notorious for squeezing every penny out of their customers.
Since the web-based version won’t be complete until 2026—right when the contract ends—it’s clear why we feel misled about this product.

Now that they are moving to a web based version which we thought we would be getting last year they have sold. They moved us to a more expensive contract that was missold to us after it was said the web based version would be available within 6 weeks.

The also said this was to take over from our old 12month service and hosting package.

They have turned into a company like 4com/hihi which are the worse and just screw you for every penny.

The web based version won't even be fully ready until 2026 when the contract is up so you can see why we feel this product has been missold.

Dave was clear and concise with his training methods while ensuring he listened to the us the whole time and adapted brilliantly to the requirements.

Chris, not only brought the horse to water so to speak but encouraged us to drink.
The three days training have been an eye opener to how to use the system well beyond how we have hitherto operated.
Functions we should have been using on a daily basis have been revealed and appropriate training has been given which will make for a hugely slicker running of the business.
Business Intelligence - Wooooh ... fantastic !
Well done to Chris and thank you.

Chris was amazing! I have a much greater understanding of the functionality now, it will make such a difference to my day-to-day work... thank you!

Software is nice and easy to use. But over the last 2 years, the attitude towards service and support seems to be getting worse.

We have been kept in the dark twice in the last year in regards to our account manager; first when they came in to the role but made no effort to reach out to us. We only became aware of them when they responded to a query with an outstanding lack of empathy on an issue which then escalated to a aggressive call to one of our directors.
This account manager has since left but we only found out when trying to get hold of them to discuss an opportunity, their emails bounce back and their direct phone line is cut off.

Then the other problem we experience is the need to pay extortionate amounts of money for 'development requests' on functionality that are then offered to other customers with the same problem in future software updates. Surely a software company would invest their own resources to make their software the best it can be, rather than wait until their customer(s) needs something, have one customer foot the bill then the rest receive it at no extra cost.

I have given 2 stars instead of 1, because there are some good people doing good things. Lucy Spencer was a star recently in deploying an integration for us way ahead of schedule, and Hannah Reilly is good at solving problems that can be solved without the need to pay for development.

I hope in future that this company can transform into one that is customer focused.

Recently had a development finished by the Services team and must say that the experience was great for creation, but delivery was exceptional. Mez contacted me and walked me through how to implement the dev step-by-step, what knock-on effects could happen, things to watch for, just a really thorough job and a good attitude about it all.

Quick and efficient response to my technical enquiry.

Ric has written several reports for us over the years. He has the patience of a saint. Especially on this occasion. We have only started using BI Alerts recently and when the alert didn't appear to work - Ric called, talked me through a couple of checks and resolved the issue - always happy to help .

Yazmin was so helpful and explained clearly what the problem was, how to resolve it and it worked! Really happy as had spent ages trying to sort the issue out myself. Really quick response and delighted that my accounts and ledgers are all correct now! Thank you.