IT RetailReviews of itretail.com

24/7 support isn’t accurate. I left emails and called and left voicemail but no response yet. Generally they are good but you could be in pickle if you need urgent help during after US business hours on weekends. Grocery business is more active at such times but I don’t think I can count on support at these times.

This company has been a very frustrating disappointment. We continually run into odd bugs and it is very difficult to get customer support to understand the issue, if they respond. The solution is usually "this is a bug, we can't really do anything about it". I realized after several months we were being double charged each month. Thankfully was able to get that money back, but that shouldn't have happened. The onboard process was horrendous. It was like pulling teeth to get a response from our onboarding manager to respond to my questions. I wasted hours, energy, tears, and stress on this system and it still isn't really working like promised. We still feel the need to keep our old system operational because of issues with IT Retail. We shouldn't need a back up system! I was asked to give feedback once and gave an honest description of my issues and disappointments. Never got a response. There are some things I like about the system. The frontend is fairly intuitive and I appreciate the speed of doing transactions. But the backend has some features that are unusable or clunky. The purchase order function is completely useless. There is an issue with the customer loyalty program in which we can't choose whether or not to enroll customers (I want my employees to be entered as customers, but don't want them to be part of the program), a function that is stated to be possible. It will sometimes take more than an hour for transactions to be relayed to the back end report. This causes problems when trying to do settlements at night. If the support team was understanding of the issues I'm having and tried to understand them and help out, I would be more patient. But I don't feel supported at all. No one seems to care. I'm going to start looking for a better system, hopefully one where we can bring over this hardware because it was a big investment. I don't want to, it was so much work to switch to this system. But I'm tired of wasting my time on IT Retail.

Your system does not work well. Many functions do not work.

Back end is glitchy at best! Logs you off randomly. Doesn’t save even though it has been saved and sometimes re-entered multiple times. NO COMMUNICATION other than this email. No response from your IT person to our IT person. Failure is the word that comes to mind. Work on your follow up and communication Patti

Too many to mention here. EBT not working as it should, No operating manual. Locks up from time to time and drawer would no open at completed transaction.

We have several outstanding support tickets that are yet to be resolved. We never receive a call back on any of these issues to give us a progress report unless we contact our sales rep. Our lanes will just crash for no reason and then the printer stops working or the scanner stops working in the middle of an order. Right now Lane 1 has no customer screen because they can't figure out how to turn it back on and have the cashier side working right. Constant issues that we're told no one else ever has which I find hard to believe that we would be the only store to have these problems. Very dissatisfied.