Orderwise - Lincoln

Kaushik S. S.

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.

Sarah B.

We have been with OrderWise for the last 5 years and recently went cloud based. The whole experience has been brilliant. The team are more than happy to help and support. I felt that they held my hand, from start to finish - but the support doesn't stop there.
I would happily recommend this company. Yes, over the last 2 years there has been changes and they will admit that there have been issues (common in businesses going through changes) - but over the last 6 months they have really put the customer first - understanding what the customers long term plan is and working in partnership. I am excited to see what we can do together over the coming years!!!!!
A big shout out to Paul, Chris, Lucy, Vicky and the support team they are always helpful and happy to point me in the right direction

WARRAN L.

We have been with Orderwise for over 15 years, its a great software package with many add on modules that you can choose to invest in as you grow.
Support although lacking for a few months due to internal changes in the company is now back up to the high quality service that we are used to. We now feel that we have continual support when we need it, still waiting for some some ecommerce issues to be fixed but feel reassured that these are being looked into and will be resolved soon.
We use the Ecommerce , Manufacturing, Kitting, Accounts and Returns modules, integration of all works extremely well.
The system has helped us grow as a company.
If I had one small gripe it would be that customers should be rewarded with a loyalty discount set against the cost of the support package when they add more modules to the system as they grow, which would also be an incentive to increase sales for OW.

Snaffling P.

The worst support I have ever encountered. The sales team did a great job at selling the dream and the actual system is pretty good, but as soon as they bring you on board as a customer you really see what the culture of the company is like. It's like they know they have you over a barrel, so they treat you appallingly as they believe you have nowhere to go.

If you don't pay the extortionate support costs, the system becomes out dated very quickly. They are using old technology for all e-commerce systems which are full of bugs and become non-complaint within a few months requiring script updates. You can't bring on new couriers easily without paying support costs.

If you decide to pay the support costs, the support is slow and frustrating and most of the time we ended up having to fix the problem ourselves, or just live with the bug. Despite paying a lot for the system, they treated us like we were a nuisance. After 4 years of frustration we moved our ERP to a SAS system. I'd rather spend money on a new system than spend another moment relying on this shocking IT company. Honestly, the way we have been treated, I wouldn't be surprised if this company goes bust in the next few years, the culture is rotten and I'm not the only company who has left them in the last month.

I wouldn't go near Orderwise every again.

Richard M.

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

Turn into a company like 4com 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.

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Used to be really really good but seems over the last year the support has been poor and takes ages to answer questions. They just say it's not us contact them regarding the fault, but then when you tell them it's there issue they just say "Oh we will now look into it"

Tech S.

I find the support to be friendly and knowledgeable. The software itself is very modular with a good knowledgebase and comes with a lot of capabilities that aid you as a user to create bespoke layouts to your grids. The team is responsive and assess requests for new functions. Our in-house contact (Dean) is always happy to help and will spend the time to dig for extra information to assist where possible.

Patrick C.

I have dealt with the OrderWise Team for more than 5 years.
I always find them to be Polite, Helpful and Efficient.
Our Customer Success Representative Dean Smith is always on hand to review how we use the software and to discuss any future enhancements or development enquiries that we may have.
I would highly recommend OrderWise to any business looking for an ERP System.

Sales A. C. C. C.

I had an extremely disappointing experience with this company, especially regarding the level of care, support, and understanding they provide. The culture at OrderWise felt stifling and unsupportive, lacking any real drive towards fostering progress. For anyone not well-versed in data or systems management, expect to feel overwhelmed without much hope for guidance. The company falls significantly short in offering any semblance of direction or prospects for improvement. Despite the high costs for their services, don't anticipate any personalised assistance or hand-holding through your issues. It's disheartening to find oneself in a position where you're expected to manage everything independently, without the support you'd expect after investing so much. Overall, my experience was deeply unsatisfactory, highlighting a concerning lack of commitment to customer support and satisfaction.