Intelligent RetailAvis 

IR is a good company staffed in the main by a lovely team of people who really seem to genuinely want to help you. The only reason they don't get 5 stars is that their EPOS system can at times be a little clunky and inflexible, but overall I'm really happy that I bought my till software from them.

Edit: 25/05/18

Things have begun to improve, better service and far more helpful staff than before. We have gone forward with a new site which is currently under build, so cannot yet rate them on that side of things.
Have to say that there are still several features missing from the system that need to be addressed, any requests you put through appear to join and endless list and never really get a look in.
All in all, much better - increased rating to 3 stars, will be back to update once we see how the website build - so far, so good.

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The ePos system is ok, few glitches however it does work (most the time) however we have had major issues with our website.

Customer service is terrible, you are constantly chasing them and they never get back to you. We have many outstanding issues going back many months with promises that they will be fixed - they never are!!

We are looking to move away from IR, however it has been a massive investment and we cannot afford to at this time.

I would not recommend buying a system off this company, they certainly talk the talk when looking at the system, however once you have paid up, it is a completely different situation!!

Highly functional EPOS system with stock management and sales channel integration. We have used this system for 9 years now and can highly recommend it.

Extremely helpful, and responsive with any queries that we had. As well as giving us great remote training.

It is a windows based system so it is extremely easy to understand and use for most Windows users. Works brilliantly in our gift shop and also eBay and Amazon shop. The only negative comment I have is that support team is quite often too busy (you can hang on the line for 30 minutes waiting for someone) and also working ours could be better, no support on Saturday and after 5 pm on weekdays. Other than that we are happy, a lot of useful reports, and providing your data is entered properly I really believe this system can have a huge impact on your business. Worth saying that it is also sensibly priced. Shame it is not available as app yet but apparently they working on it.

I have been with IR for over 5 years and during this time there have been more problems than I could possibly list. I use the connect system for my stock control both in my shop and online, I also use their integration software to integrate with both Amazon and Ebay.
At present I have the following outstanding issues:-
1. No filters working correctly across the system
2. Listings on Amazon have de-listed themselves and no way of finding out which listings are actually on this platform.
3. Overselling on Amazon due to quantities on stock tree not matching stock on Amazon.
4. Issues with purchase ordering whereby when putting orders together using pack size option they do not add up properly.
5. Any clothing item that I try to list that is Grey will not list!

These are only my current issues some of which have been un-resolved for well over a month. The last time I had an issue with IR integration with Amazon it took them over 2 years to resolve during which time I oversold 100's of items. When they finally resolved the issue I was left with a stock tree that did not match what was on Amazon, so I asked IR how I could correct it so that what was showing on Amazon matched my actual stock. They told me that I would have to manually compare my stock on Connect with what was on Amazon!!! I have 1000's of products on Amazon many of which are clothes and therefore have size variations, and this ended up taking 2 of us 4 full days to do!!

The only reason I am still with IR is because I have invested a lot of money and time into this project and cannot currently afford to invest in a new company and system.

excellent support from customer service team.

The essential business tool all retailers

We have been having an on-going problem with the goods out movements and we highlighted the problem in and around the 5th October 2016 and as yet the company haven't resolved the problem view below to see reply I have been bounced from one person to another and no resolution not good enough for the cost per month backup service .
Hi Declan,

This case had to be escalated to the development team;

Your case has been investigated by the Product Solutions Group and now requires further investigation by the Testing team at Intelligent Retail.

The team prioritise cases based on business-critical factors, customer demand and their current workload. Although the team aim to get back to you as soon as possible due to the nature of software testing a lead time cannot be predicted at present.

Our Connect core development team is made up of a range of specialist skilled and highly qualified staff. As with any highly valued limited resource, time is allocated on a fair queue basis and balanced between escalated reactive support cases such as this and pro-active new developments. These new feature and technology developments help drive our customer community forward. This balance of reactive and proactive is a challenge faced across the COTS (commercial off-the-shelf software) industry however we do strive to work through all cases as quickly and fairly as possible.

Thank you for your patience

In regards to the stock have you checked that there are no allocated stock for this product? You can do this from the back office, active stock, select the product, click on stock quantity and this will show you there.

Kind Regards,

Connar

To: Subject: RE: slave system is missing all goods out movements

Hi Aden the last conversation I had with your help desk I was being put to the top of the list that was last Thursday/Friday I still haven't heard back from anyone .

I also have a problem with the stock as in I have a print out telling me I have 8 of a product yet when I go to look for it I only have 5 on the system this is all very strange can you call me in morning .



Regards

Declan





From: Aden GostlingSent: 07 November 2016 09:04
To:Subject: slave system is missing all goods out movements







Hi Declan,

Your case has been investigated by the Product Solutions Group and now requires further investigation by the Testing team at Intelligent Retail.



The team prioritise cases based on business-critical factors, customer demand and their current workload. Although the team aim to get back to you as soon as possible due to the nature of software testing a lead time cannot be predicted at present.



Our Connect core development team is made up of a range of specialist skilled and highly qualified staff. As with any highly valued limited resource, time is allocated on a fair queue basis and balanced between escalated reactive support cases such as this and pro-active new developments. These new feature and technology developments help drive our customer community forward. This balance of reactive and proactive is a challenge faced across the COTS (commercial off-the-shelf software) industry however we do strive to work through all cases as quickly and fairly as possible.



Thank you for your patience.



Best regards,



Intelligent Retail Helpdesk

We have spent a long time giving products a min/max replenish option and have used this to quickly order and restock. IR's latest update has disrupted the reporting section so much that it is completely unusable. I have complained numerous times only to be told to wait a minimum of 3 weeks and this is only if 'testing' doesnt throw up a problem.

At this time of year this is totally unacceptable, we feel that we are paying a lot for this service and are unvalued as a customer.

This is also the 3rd week and no contact at all with an update.

Intelligent Retail has made a big difference to the way in which I manage my business for a number of reasons. The system cuts of out a huge amount of manual work that is involved in managing fast turning stock and updating multi channel e-commerce sites. The reporting functions and customer data capture are also invaluable tools for monitoring business performance. Features such as the Customer Loyalty Points scheme has also worked incredibly well for building repeat business.

The system is a good system but fragile. We have to make daily calls to support as there is always something that has fallen down. Small issues are dealt with quickly and efficiently. We have constant problems with discount schemes, loyalty scheme and eBay feed not working properly.

We joined IR over a year ago for WooCommerce integration. To this date stock levels are still inaccurate online (unacceptable for a stock system), images don't upload, a huge amount of items don't and wont upload at all. Basically still no WORKING integration... this leaves me constantly calling the help desk on the majority of uploads I do.

The help desk in fairness are as helpful as they can be, but problems aren't resolved in general due to being passed on to 'development' and the answer is generally to resolve things myself - which I find unacceptable. We don't get calls back often though and have to wait a long time to get answered - also nothing at the weekend and I am yet to have an email actually answered..

Stock management on the EPOS system works with a few issues which would be manageable if EPOS was all I wanted but there is no way I would have got the system without the web integration. The point in buying this is to fulfill customer orders, yet I am constantly refunding customers who have bought out of stock items online (I could have done that without paying out for stock management!)

In all I would have saved more time than this has ever claimed to and a huge amount of money if I'd have paid for a few WooCommerce plug ins and done it myself.

I certainly would not have a business if we treated our customers in this way!

We have been with Intelligent retail since 2012 started out okay but have they don't seem to have embraced new developments as far was web development is concerned our web sight and sales have suffered. They have been very keen to attract new custom when their time would have been better spent working with there current customer on the software issues. We are now taking our own costume else were

I have had a supplier relationship with Intelligent Retail for 18 months now. They are a pleasure to work with, always efficient and pro-active with great customer focus.

Intelligent retail are a great customer to us, they are responsive in payments and ordering. The staff are very friendly and easy to speak to. We work excellently together.

Good software with good efficient customer service

would recommend

Very professional company with great products and excellent support. Strong and stable products.

Fantastic company to deal with all the staff I have encountered are extremely efficient and are fast to respond to any queries that may arise. Friendly and welcoming when ever I have needed to contact them directly and I would highly recommend this company and their customer service to anyone

Always find the SEO team responsive with good ideas for our website which is helping to grow our business.