Cin7 Reviews

Good product, horrific implementation and customer service.

The Premium Support $500/month service has a SLA of 2 days. They will not hit the SLA ever. Their CS is poorly trained, do not maintain US hours (despite claiming they do), and will give you incorrect answers and then blame you for doing what they told you to do.

We are 3 weeks past go live and we have issues that have been unresolved for 3 weeks. I've talked with multiple mid level managers and they promise to fix things then disappear.

The training explains how to do something but not why or what the follow along effects are. You get 1 hour per week on the phone with an implementation specialist which is hardly enough time to figure everything out. There is zero support when you go live. I had to recommend creating a checklist to give to customers!

The CS Team is under resourced, incompetent and lost. I have lost all patience with them. They do not understand their own system.

Do not use QBO with Cin7 because they have no idea how the two interact and you're going to spend weeks trying to resolve simple issues where they will give you conflicting or incorrect instructions.

Totally agree with the previous author. Bunch of bugs, horrible support which will easily ignore you for a week. I was super patient but that will be the first one of my negative reviews on all different platforms. Every day I'll add a new one somewhere until they either fix the issue we have for almost 2 months or I'll migrate to another platform and win a full refund via PayPal claims.
I spent so much time searching for the right software. Was sold on Cin7 because it does have all the functionality I need. Unfortunately, there was no way to know about all the bugs before full implementation. Now my intentions with this and other reviews are simple - let other business owners like myself to be aware of what they're getting into.

The platform is full of bugs. On-boarding was appalling. Stock sync is a mess, keeps zeroing out our Shopify stock. Uploading from Cin7 to Shopify is impossible, we tried and lost all our store listings......took 5 days to re-enter the data. One of the main features is supposed to be having a single point of product truth, in reality its anything but, our Shopify store does a better job of managing stock and new product loading.

Help is slow and lacks basic workflow understanding. Support have no interest in anything outside the basic video help tutorials.....other than quoting for custom integration!

We paid for the Xero migration, this was not completed so our accountant managed the transition from MYOB. Its taken 18 months to get that charge refunded...$3800.....

Our on-boarding was a failure, we have asked for a discount as the system has not been delivering what we have paid for.......point blank refusal.....just an offer to discount a new on boarding process.....that''s right must be our fault!

I have been very patient, multiple e-mails, phone calls with support but no movement at all. I will be moving to Tradegeko as soon as possible and taking these guys to small claims to recoup the costs we have invested into this platform.

Sales people are very slick, on boarding team are nice people......but the product is full of bugs and middle management deliver appalling customer service. Stay away.

Terrible customer service and understanding of what the users are actually after. It can take up to a week for a response, which is usually an email from them asking more questions. So we switched to premium support which is no different, still had to wait days for responses on our tickets. When I called up they said they would have to go back and verify if we were actually premium before answering my questions.

We were so frustrated we decided to cancel and were offered the following: "Happy to add credit so you do not get charged for next month. We will try for a month if this works otherwise we will process the cancellation request."

Once we stayed we were then charged for that extra month and told it would only be credited if we decided to stay and work through the problems. Made the decision to leave that much easier

One look on Glassdoor and you can see that staff are told to write positive reviews on Capterra, which I assume is the only positive ones they get.

IN RESPONSE TO YOUR REPLY:

"We offered a month's credit as we work through any remaining problems."

- You offered a months' credit and once we took it and had ticked over into that month, you then told us that month would be charged to our account unless we decided to stay. How unethical is that?

No customer service or support. Pricing is not transparent, and very expensive for what it is.

One of the most clunky and disappointing software systems I've come across. We committed for specific reasons then spent 4 months of hell trying to get it to work, but it just kept breaking etc. Has lots of functionality but has been built by people with no user insight whatsoever. Not only that now we're trying to cancel it's impossible, simply getting ignored and i cant even log into my accoutn and cancel..
Poor show.
Nb. support response time is poor, the people i dealt with tried their best (Atul) but it's pretty obvious they are dealing with a poor system.

We had a large price hike after signing up with Cin7. It ended up four hundred percent over the following years. I had to keep phoning back as no one would return phone calls or emails when we wanted to see why the large price increases. It is not worth the cost for what you get. Very disappointing as the inventory is a big part of your business.

We wish to receive your call tomorrow to discuss about the pricing , if your decision is too harsh , then please get someone to discuss instead of discussing with "" account manager " no space of discussion. As the similar content from email you sent it over.

I try to call , but the only person to discuss is the "account manager" , however, it seems your appointed account manager would compromise in this matter.

As a result , cin7 continue to increase your price tremendously every year.

We signed up in Dec 2019 and the support after the sale is non existent. I have several questions on setting up our system and when I call I can only leave messages, 2 weeks and still no call back. I can speak to my integration contact but he does not have answers for all my questions and puts in support requests, no answers there either. If this is indication of how this company supports after the sale I would say go somewhere else and find a company that actually interacts with clients after signup. I don't have time to wait to talk to integrations once a week to get my issues resolved. Most answers quote the website sales pitch...I need real answers not sales pitch on how Cin 7 works.

April 17 2020---Follow up: After several months of testing we had to go live even though we had unanswered questions. Unfortunately, I have had zero help since. I have accounting errors with my QuickBooks and pricing error within Cin7 back end and POS. Now, we are left on our own. No call backs, you have to leave a message since they take no calls. Plus no return emails...if they do they are very late in day and I am at home (USA time). No support while I am at work, not really 24 hour support.

Oh, I bet I'll get a faster reply to this post than I will from Tech support.

RUN A MILE!!! We invested nearly two months (standard onboarding should take 4-6 weeks by their own admission) and an onboarding fee for what we thought was going to be a great solution to our needs. Unfortunately, we will never know as at the SEVEN WEEK mark we had not even completed step 2 (of 7) of the onboarding process and the sales consultant described the process as 'DERAILED'. Despite this, there will be no refund of our 'onboarding' fee, despite the onboarding process being woefully slow. Don't believe the sales pitch!

Worst software company ever , The last 4 months have been a nightmare and Cin7 have made a mess of our data and Shopify website by duplicating all the products and showing incorrect stock ( not the data from our stocktake ) then telling us we need to fix it putting pressure on our resources.

I have spend so much time trying to fix up the issues and chasing up assistance .
Good start up with unsatisfactory service and assistance. Nothing has been properly linked to our website ( after 4 months of daily phonecalls and hours of our time) so all our orders require me to call and apologise to the client and spend hours substitute stock for every order.
I'm dealing with someone great now ( after complaining ) but hes finding it difficult to fix the mess made by previous staff .
They told us before we signed up they could link it to shopify and would take care of it as part of the onboarding price but completely messed it up and have left us with the mess and the cost to fix it.

Beware of signing up to Cin7. Once they have your money, their support for integration is less than 1 star and getting support to fix bugs you discover in their system is slow at best.

It has potential but they need to support the customers they sign up instead of offering big incentives to refer them new sign ups.

We signed up 8 months ago and have not been able to complete a month end. You can't run a business with Cin7!

*** Edit *** Cin7 did (sort of) try to make things right. It actually lowered my review to 1 star. Cin7 can be summed up by three words "Still in beta".

Good for very small companies with uncomplicated need - although in that case it's massively overpriced. They have some unique offerings but ridiculous pricing and instability outweigh it. Maybe they'll get things sorted out but more likely is the other better players will just steal their ideas and implement on their own software.


Summary: It really is the only single inventory management and POS software that works with multiple currencies, light manufacturing etc so for us it was the only choice - good to get a business out of the stone-age but I will be moving away from it as soon as possible. Would be an excellent idea but I feel it is still very much in the development stage. It doesn't feel like a seamless finished product and I don't feel it is delivering value in line with its pricing. The software is OK but high cost causes me to downgrade from three to two stars.

Pros: The answer for most questions seems to be Yes which is great. Has the feel of the relatively customizable solution which is excellent for firms with advanced needs but not the size for their own software. Integrations work relatively well and solid workflow.

Cons: Overall I get the feeling that they really don't have a finished product and that there is chaos behind the scenes. My guess is that they promise the world to everyone and for 90% of customers basic functionality is all that is required. For the remaining 10% I bet they do substantial custom work each account - which would explain the very high cost.

We've had quite a few bugs that should just not exist. For example, the ship station integration returns rates on sales orders but does not work for quotes yet. The shipping rates are wildly out of line with the shipping quotes we receive when manually processing the orders but the integration specialist has not been able to confirm how the shipment information is packaged and sent to ship station (is it by simple weight, dim weight, cubic dims etc).

Speaking of integration specialists. Ours left a lot to be desired. Mine was unable to provide a direct answer to my first question. No hard feelings on my part but at $1,000 for 10 hours of integration, I expected substantially better - raised my concerns to my initial sales guy and the response was basically sorry you are not loving your integration specialist, he's very good though so I am sure it will work out.

They are desperately in need of a better startup guide. Essentially the integration really just felt like being assigned a technical support person to ask questions whenever we encountered a problem, but they didn't actually figure out our needs and proactively provide assistance. Reading the glassdoor reviews it seems like this company has serious mgmt/staff problems.

Overall UX is clumsy and not intuitive for many functions. Extremely poor out of the box reports and no ability to drill down into reports. For example, I can get a report of sales for a specific product but can't drill down into the individual invoices from the report. For North Americans, Kiwi nomenclature creates a bit of unnecessary head scratching (for example "code" instead of "SKU"). Another example of a small issue is that when adding products to a quote you need to write the SKU number or product name, wait for it to load, then click on the product. If you just write the SKU # and move on it won't actually add the corresponding product.

Hopefully, they will solve all issues but at the moment it is really not a finished product.

Seems to have great potential, but IT WILL FAIL

Cin7, at first, seems to have great potentials of customization but after some, IT WILL START TO FAIL. The software is not meant for customization, unlike their advertisement. It will FAIL even though it was working fine for the first few times. You need to be constantly conscious of each step of usage as IT WILL FAIL RANDOMLY.

I had spent $4000 to purchase mobile devices, compatible with Cin7, to use with their pick-n-pack module. The pick-n-pack module was working fine first, and all of sudden it stopped working. I had contacted the customer service. They asked me to wait few weeks to get it resolved. They ended up being NOT ABLE to fix and meanwhile, the return period for the mobile devices was over. My $4000 IS GOING INTO TRASH NOW. The customer service simply responded back by saying "Use other scanner". What a service!

I ended up quitting after only 1 month of use. My 1 month was total chaos with constant failures. My employees were lining up in front of my office to ask what all the failures were about.

I would not recommend Cin7 to anyone, unless one's company operates as simple as a lemonade stand.

-----------------------------------------------------------------------------------------
This is my 1st response to the reply made by Cin7

First of all, I did not use Cin7 for a year. I used only for 1 month and I quit for all the errors.

All of thousands of inquiries and support tickets were made directly to the onboarding manager. Which only partials were able to be fixed. You will see only one as that was the only one I used your premium support team to fix things around. (Even that was not fully fixed )

-----------------------------------------------------------------------------------------
This is my 2nd response to the reply made by Cin7.

Please stop blaming on others for your issues, Cin7!
Now you are blaming on Google Chrome update??!!!
I had to clean up cache every other hour as your support team told me to clean for any issues. Of course, nothing got resolved by cleaning the cache.

The features on offer are promising and if they all worked well, the value for money would be fairly good. The implementation charges are reasonable for the level of detail required to get the system up and running.

Unfortunately the software feels like it is still in beta and we have found quite a number of bugs. Most of the time it's a challenge to even convince their support to take responsibility of the problem and generally the solution is a workaround rather than an actual fix. There are a lot of problems we simply gave up on trying to resolve entirely. There are bugs they fixed that were subsequently reintroduced later on. At the moment their own financial reports don't add up and we can't even complete the essential end of year activities we need to. Over a week has passed with no resolution despite daily follow up, their excuse is that unless we pay them extra to get upgraded support they can't keep up with all the issues they have at the moment!