Image Retail Solutions Ltd Reviews 

OK, firstly to be fair. I had this epos system for 6 years, had minimal issues, it is basic compared to others (my new one is streets ahead in design and functionality), but it was reliable.
I had issues a couple of months ago, where the touch screen stopped working - this had happened previously and was fixed promptly with 1 engineer visit. On this occasion, they could give no information on when an engineer would come, it happened to be on the busiest trading morning of the week. The engineer came in and said 'I have your replacement till', proceeded to take the till out of action for 3 hours and left with the customer display not functioning. He said he would leave the job open and someone would be out in a few days with a new customer display. I accepted all this and did not complain.
Just over a week later and with no notice - again- a different engineer turned up and said 'I've brought your till back', this was right on lunchtime (busy) & the thought of another 3 hours without a till was too much, so I refused and complained to Image Retail Solutions as this was NOT what the 1st engineerhad advised. After many emails, they said the only solution was an out of hours visit that I would have to pay for. I explained this was not acceptable and told them of my intention to use another company. This was right on when apparently the notice to not renew the contract was. At no point did they mention this, bearing in mind it had been 6 years since I saw the contract. So the upshot is I am tied in until August 2027 or pay over £700 to leave the contract- which is what I am going to pay.
So in summary, be very aware of an unreasonable business to business contract AND zero understanding of the needs of a business when their system has an issue. Very many better systems available, with a far, far more professional service. No need for this company in the epos marketplace.

We have been using the POS system at our shop for 2 years. We are delighted with it and also the service and support from Image Soft.

Great product, great service! We have been using Image for several years now at our community store in Hampshire and it has been a wonderful product. The support is excellent and the guys can never do enough to help. We were so apprehensive of switching service provider as our last EPOS company had served us well over the users but T and the team pulled out all the stops! A job well done!

I signed a 12-month contract with Image Retail Solutions for EPOS software. After installation and spending time reviewing the system, I realised within the first week that the software was not suitable for my mobile phone repair business.

The software lacked several features that I expected from a modern system, including better expense tracking, profit reporting for repairs, and more advanced customer communication options. Unfortunately, these limitations only became apparent after I had the opportunity to use and assess the software in practice.

I contacted the company shortly after installation to explain my concerns and request cancellation. I dealt with Elizabeth Simpson, who advised that the company would enforce the full 12-month contract and charge the remaining contract value if I wished to terminate early.

My disappointment is not simply with the software itself, but with the lack of flexibility when a customer discovers shortly after signing that the product is not suitable for their business needs. In my view, businesses should have a fair opportunity to properly evaluate software before being committed to a long-term agreement.

I would strongly encourage other business owners to carefully request a full demonstration, trial period, and written confirmation of all features they require before signing any agreement. Make sure the software meets your specific business needs before committing to a long-term contract.

Be very careful with this company. They
have a very unfair contract terms, first you are forced for 36 months and then requires to give one year notice to leave. I am taking this company to ombudsman service. My contract is due to renew in May. When i tried to cancel my contract in April, they said i can not cancel it and they are saying i did not give them 30 days notice. Such a rip off company. I am going to tell all my friends and family who has business to be aware of Image retail solution.

Be very careful – rollover contract and service issues.

The software itself is decent, but the problems start with the contract and support. I feel I have not received the level of service promised, yet the company is very quick to rely on the contract when issues are raised.

Support is limited to set hours and no help is available outside those hours, even in emergencies when the system is down and a business is affected.

Another important point: this is a rollover contract. If you don’t cancel within the notice period, it automatically continues, regardless of whether the service has met expectations. This was not made clear enough at the start.

Also, having two tills does not mean business continuity. If the master till fails, the second till will not work independently. Any workaround relies on them enabling it remotely again, only during their working hours.

Overall, the system may work, but the contract terms and lack of flexibility when service falls short are a big concern. I strongly recommend negotiating terms upfront and fully understanding the rollover clause before signing.

We have been a customer of Image Retail Solutions for over 5 years so my review is not off the cuff but formed over many years of interaction with their sales and support teams. We have been really pleased with every request for help and assistance . Their response times are good and their efforts to resolve issues demands credit. Their support teams have all shown a good degree of product knowledge and they are happy to defer or call in a senior member when needed. Their sale team have been quick to respond , produce accurate quotes and deal with and issues. Overall we have been very happy and look forward to using their systems for many years to come.

Heartfelt appreciation for this company and my sincere gratitude for the exceptional service and support provided by the team. Installation at 2 of my stores completed smoothly and handled with utmost professionalism. Looking forward to continued collaboration.

Great service and support right from day 1. Cannot recommend highly enough.

beware of this company, they have a good customer service but have a very unfair contract erms, first you are forced for 36 months and then requires to give one year notice to leave , where

Imagesoft have a great support team that always comes back with an answer and solves the problem.

I have been with them since 2010/11. Never had any issues with them regarding their service. The service they offered has always been good. But I am just in the process of selling my business and they want to charge me for the remainder of the contract which was auto renewed. I would have accepted the charge If I am moving to a competitor. This is how they repay someone back for being loyal to them for many years. It is not a huge amount of money but the way they treated me is not acceptable to me.

We have been with Image since 2005 and expanded our retail estate in that time, fully supported by them. Darren and the team have always been responsive and also managed to adapt ProEPOS to our changing needs as we grow. Highly recommend if you want to get a personal and highly responsive EPOS solution and service.

When acquiring computer based solutions it is always about the ongoing support from the supplier. Many customers think about the initial price of the solution and whilst that is important the support provided by the supplier and the total cost of ownership is far more critical to convenience stores such as ours that need excellent support 7 days per week for a shop that is staffed mainly by volunteers. We have found that Image Retail Solutions support staff are knowledgeable, helpful and friendly and will always do what is needed to ensue the shop staff are able to continue and resolve any issues whatever they might be. When looking at suppliers to provide a solution for Broughton Community Shop this was our main criteria. Quality of Support from the potential supplier and Image Retail Solutions have not let us down since we installed the solution about 5 years ago. I would not hesitate to recommend them to anyone.
Mike Hensman
Treasurer, Broughton Community Shop

We have used IRS since 2004. Their knowledge and systems are top notch and they have run our EPOS all this time without issue EVER.

Friendly and professional, if only every supplier was run on these lines. Thoroughly recommend.