Peter A.
Paid for on boarding, no execution!
We engaged Orderwerks and paid a $3,500 onboarding fee with the expectation of a structured and timely implementation process. After payment, the onboarding did not progress as expected. Even basic steps—such as scheduling and executing a QuickBooks integration—required multiple follow-ups, and availability appeared limited. There was no clear sense of ownership or urgency to move the process forward. What should have been a straightforward SaaS onboarding became unnecessarily prolonged. Instead of resolving the delays, Orderwerks ultimately decided not to proceed and issued a refund. While I appreciate that the refund was processed, the overall experience suggests that onboarding readiness and support capacity were not aligned at the time of sale. I would recommend that prospective customers clarify implementation timelines, available resources, and support structure in detail before committing.
Response from OrderwerksMar 22, 2026
Peter - I want to make sure anyone reading this has the full picture. The onboarding timeline of the week of March 23rd was clearly communicated to your team before the invoice was issued. Payment was made end of day on Friday, March 14th. I emailed your team Monday morning, March 16th, to begin coordinating the QuickBooks connection and offered to start that same day. Your team responded late Tuesday with availability for Thursday at a time I was unavailable. I responded the same evening with an alternative. Wednesday morning - still five days before the scheduled onboarding start - I received a formal complaint about delays. At that point, it was clear our expectations for the working relationship were not aligned, and I made the decision to part ways. A full refund was initiated the same day. We take customer fit seriously at Orderwerks. Not every engagement is the right one, and we'd rather be upfront about that early than force a relationship that doesn't work for either side. Stephen B. Founder, Orderwerks