Cin7 Core

Buyer beware!

We've been using Cin7 (formerly DEAR Systems) since 2022.

Since being bought out, the cost of our subscription just increases with impunity. You think you're signing up at one price, but you're not. And the prices will continue to rise every year.

I've been using Shopify since 2012, and no other third-party app has acted in this manner.

Not to mention, since using DEAR/Cin 7, our team has had to spend hundreds upon hundreds of hours troubleshooting issues and opening support requests to fix features advertised that simply did not work as intended.

A poor overall experience and bad business practices from this company.

Becareful here, We Have been using the Cin7 Platform for years and moved to the Cin7 Core platform from Omni last year. Their shopify app is a disaster.

-Randomly orders will pull through Blank into Cin7.
- Stock Just disconnects when it says it is connected. -This leads to incorrect stock values.
- Bom Stock does not work, So if you have a Coffee Table with a base and a Top, this cannot be synced as a finished product. Cin7 Just recently updated their Knowledgebase (Which is incorrect most of the time to now say you cannot sync these) Their fix is to turn on auto assembly which then breaks the WMS functionality completely. We have been told to now create our own Custom API.
- We pay $149 a month for premium support of which they do not respond. We have tickets open for months at a time, every time they just say they need to escalate the Problem.
- We have asked to cancel our premium support and were told this "Thank you for reaching out to us. We are sorry to hear you are facing issue with your premium subscription.
Please note that your ticket needs the attention of a specialist team. It may take a few days to get back to you.
If your need is more urgent, please reply and let us know.
Thank you for your patience while we get this looked into for you.
Kind regards,
Bushra M"

When you finally speak to some one over a few mails - Namely Phil they ask a few questions, then request access to your system and go silent for weeks if not months. Their system Eventually just closes the support ticket.

Currently we Paying Cin7 close to $5000 a month with no help sorting out their Own system issues.

Onboarding with Cin7 Core was a bit of a Joke, we had been using Cin7 Omni for years however the "Onboarding Specialist" was completely untrained and her knowledge of the system was basic at best.

Becareful if you are looking at Cin7, We have Coders and experienced IT/ Business people who have used their systems for years. There are problems within this institution which I dont believe the Directors are aware of nor some of their customers until it will be to late.

App is ok and does the essential functions of inventory management. Has lots of integrations. Its quite expensive though for an SME with a lot of tools that aren't necessary and the interface can be a little complex to work with. Support also need a bit of pushing to get to the heart of issues and responses can be poor at times. Reporting module needs some work.

The onboarding help has been great. We migrated from Orderhive and Atulya went above and beyond to reduce the pain from migrating. She was very patient and helpful getting us up and running. We're still getting up to speed as Core has different functionality. In some cases more robust than Orderhive however there are some things in Orderhive , like one central place of truth for product information (eg prices) that pushes to all 3rd parties.

UPDATE 18/7/23: After being with DEAR from their very first year and supporting them from the beginning, we are now facing a huge increase in our monthly fee with short notice, so will be cancellling our subscription. Dissappointing service now they are Cin7.

Looked at quite few inventory systems before going with DEAR. Lot to like about it. The product upload from Shopify and subsequent integration, the logical way the fulfilment process is presented and flows, and barcoding. There have been a few smaller issues and suggestions along the way, but the response has always been swift and for the most part resolved quickly. Think there is also more upside with further refinement of some processes in development. In summary I would recommend it.

The integration is clunky and filled with bugs. I started on this platform with DEAR & Shopify several years ago and they haven't fixed issues that have been around since I signed up. Some thing's work OKAY but for the most part I would avoid if I were you.

UPDATE FEB 2023
Simple integration issues still plague Shopify / DEAR including the inability to sync HS Codes. If you're looking for an powerful inventory tracking software that works with Shopify, look elsewhere. DEAR is still a frustrating experience to use day in and day out.

DO NOT USE IF YOUR BUSINESS INVOLVES SALES TAX. There are two major issues with DEAR Systems: The first is that their system is simply not reliable when it comes to sales tax (and frequent changes made to their system often breaks any sales tax matching that was already set up). On MORE than one occasion, these sales tax changes has resulted in thousands of transactions that required manual review/updates. The second, more unforgivable problem, is that once you sign up, it's painfully obvious that the well-being of your business doesn't actually matter, which appears to be a tone set from the top; we've certainly been disappointed on numerous occasions by co-founder and director Alexei Piltiaev's shocking lack of professionalism and respect and it would appear everyone else is following his lead. If you do make the mistake we did and sign up for this service, here's a pro-tip: When things go wrong and their team ignores you, the best way to actually get them to respond is post a negative review here. While your business doesn't matter, their star rating here sure does.

I used to be major fan of this software. Our company has been using it since 2016. Since the company has been acquired by Cin7 support has really declined. We've had a critical support case open for 3 weeks and it is still not resolved. I have been unable to talk to a human. I keep getting fobbed off with "the technical team is working on it" "our technical director will call you" "the fix will be rolled out over the weekend". All I want to do is talk to a human. I've asked every time to speak to someone about the issue. Nobody is talking. We pay 8K per year for the software. I used to recommend DEAR to many colleagues in the e-commerce space as a leading solution. However, this incident has left me really disillusioned with the company. If it was a minor issue I could understand a ticket taking 3 weeks to resolve but this has been a catastrophic meltdown of our Amazon integration in 4 countries. We have 69,000 notifications of sales data that can't be reconciled. I would not recommend DEAR inventory.
Heather Cole
Country Trading Co. Founder

We worked with them for the last 5 years and they had a good customer service. Now after a week from the first support request, they are still unable to update stock level on Shopify, and apparently the best they can do is writing you back once a day at the end of the day, and not sorting the problem yet. BAD customer service. We are losing sales because of this. Stock level is not updated and we have constant overselling that we cannot fulfil. Can you please URGENTLY fix this problem?

Very useful in integrating sales from Shopify to other accounting software. Also makes inventory monitoring easier. We encountered some issues though but the support is very accommodating and helpful with their knowledge of the app.