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ACE POS Solutions Reviews 12

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TrustScore 4 out of 5

4.0

Business to Business Service
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Company details

  1. Business to Business Service

Information provided by various external sources

Installed Retail POS Software for Windows, One-Time Cost, Integrations: Sage50, QuickBooks, Shopify, Magento, OSCommerce, TD Merchant Services, NETePay, Vantiv, ChasePaymentech, Elavon, FirstData, GlobalPayments, SagePayments, WorldPay, TSYS, Moneris

Contact info

4.0

Great

TrustScore 4 out of 5

12 reviews

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Rated 5 out of 5 stars

10 years of outstanding support and service!

My experience with ACE POS over the last 10 years has been quite the education. I have looked at several other systems and there doesn't seem to be anything close. The POS is robust, the support is easy to access and the value is there also.

April 18, 2024
Unprompted review
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Reply from ACE POS Solutions

Thank you so much for your feedback! We love being able to help Canadian retailers like yourself run their operations more smoothly. It means a lot to our team to know that we're delivering on your needs.

Rated 1 out of 5 stars

I'm finding ace to be a hard to work…

I'm finding ace to be a hard to work with. their system is complicated to learn how to use and customer service is slow in getting back to you. And since I don't have the time to sit and wait till they call you back often I'm in the middle of another phone call by the time they try to call back, then you start the process all over again. I really regret starting with ace. But changing is another complicated process.

February 28, 2023
Unprompted review
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Reply from ACE POS Solutions

Hello Anita, we are sorry you feel this way about our service here and on Google. We've checked all of our ticket logs for your recent calls and our team tried to contact you several times within 10-15 minutes but it appears you were on calls at the time. When this happens, we always send an email so that you are aware that we have been trying to contact you. We are also a small business and support thousands of small businesses across Canada and the US. We only hire Canadians in-house to support our merchants. Unlike many other companies who use agents with limited training, we train our agents thoroughly but that does mean that we have a limited number of staff to keep our costs down to minimize the price to our customers. We are definitely here to help you resolve issues but hope that you can understand that we don't have the same resources as larger companies that outsource their support services. While you may sometimes not reach an agent directly we definitely triage calls of customers so you would be called back for emergencies as a priority.

Rated 3 out of 5 stars

ACE is fast and good in many ways

ACE is fast and good in many ways. But there are quite a few issues that seem like they can hardly get fixed.

Some reports are extremely slow... Haven't tried to get help with it though. For sure the support is better now then it used to be before switching support companies in 2016. But I have issues with support too, if I use an up to date Teamviewer they won't do anything because they don't support it. This is bad practice. They make their clients install old versions of Teamviewer so they can do updates. And they need access to every computer to update, you can't even do it yourself. Not very friendly for a big store.

Another thing is security, when I saw how the online reports were set up, I noticed that it is not secure at all so I disabled it. I'm sure the programmers know it but do it this way cause it's the easiest to implement. Does not add to my trust for the program.

We wanted to print smaller receipts at one store, and ACE had the option of 8.5 x 7 but it just printed 8.5x11 anyway when selecting the smaller size. When asking them about it, they just say the feature should have been removed cause it's not being used or supported anymore. It's not being used only because it doesn't work. We would use it.

I'm not recommending this software to anyone, but we are still using it since we started with it and works relatively fine. There are other issues but would be too much time to go through them all.

February 19, 2018
Unprompted review
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Reply from ACE POS Solutions

Thank you for taking the time to give your feedback, Tim. Please do contact support regarding your issue with slow reports. It's hard to assess without better understanding the issue but some customers running newer versions of Windows have had some issue with the latest round of updates but the team should be able to help you.

We are glad that you are happier with our support team. We understand how you feel about Teamviewer but to explain, our ACE Retail team uses a corporate version of Teamviewer which cost many thousands of dollars in multiple licensing costs. Unfortunately, Teamviewer has recently switched to an ongoing subscription model which doesn't make sense for us given the upfront investment we have already made. We have chosen not to update to the newer subscription versions to avoid increasing the support costs to our customers and are looking for other alternative services in the long-term.

As you know ACE Retail is a fairly full-feature point-of-sale software with various hardware and third-party software integration. Part of the issue in the past with the previous company with auto-updates is that customers would be left hanging afterwards when printers or PINpads stopped working. Because updates often cause third-party software to require re-authorization and settings to be re-configured, our company made a conscience effort to make the update process as smooth as possible by having our technicians assist since ongoing updates are part of the annual support plan package. We apologize that this is an inconvenience to you but hope that you can understand the reasoning behind our policy.

We would also like to know more about your feedback regarding the online reporting tool. Access to the site is based on a separate set of access rights and on the POS security rights. The tool does require that a port is opened but this can be only allowed for our site which is HTTPS so all communications between your browser and the website are encrypted.

We hope that we can do continue to do better for your support needs and will definitely let the team know your feedback so that they can improve.

Rated 5 out of 5 stars

I'm a 10 year customer of ACE's

I'm a 10 year customer of ACE's with a small women's store. Recently I upgraded to the tap credit/debit pinpad. Both Ryan and Alex assisted me over the course of 2 appointments. Each time we had a 3 way with my Merchant service provider who was exceptionally difficult to work with, as they were withholding some service benefits that ACE firmly believed I was entitled to. After a few hours I was ready to throw in the towel and tell the Merchant provider good-bye. ACE interceded on my behalf and escalated the call with the Merchant company bypassing their first-line support. In all it took several hours, reprogramming and finally replacing the pinpad. While the Merchant company deserves a big F, ACE was beyond exceptional in their support and determination. I was very grateful and impressed.

February 14, 2018
Unprompted review
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Reply from ACE POS Solutions

Wow, thank you for taking the time to give us this great feedback, Vicki. We have shared it with the team to let them know that their efforts are recognized and really do help customers. We're so glad that we were able to help you resolve your recent pinpad issue. Thanks again for your continued support!

Rated 4 out of 5 stars

Transition from old software to ACE.

Transition from old system done in an timely manner. Not all importing was correct.
Response from help line is always quick. The help line has always been knowledgeable and resolves the issue quickly. My employees find the system very intuitive.
The reports are very useful to myself to determine how well the business is running.

February 13, 2018
Unprompted review
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Reply from ACE POS Solutions

Thank you for taking the time to review us, Aidan! We're really happy to hear that you find our help line and the reports useful for your business :)

Rated 5 out of 5 stars

Reliable

Reliable! I like that I can talk to a real person who can answer our questions

February 13, 2018
Unprompted review
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Reply from ACE POS Solutions

Thank you for your support and kind words Jim! We try our best to make sure you are able to get the live support you need for your business.

Rated 5 out of 5 stars

ACE POS Solutions

I have worked with ACE POS Solutions Retail software for many years. The software is easy to use and provides a number of useful advanced features. Their development team takes customers needs seriously and has provided stable and reliable versions of the software. Support calls with ACE POS Solutions are a breeze. The support team always responds in a timely manner. I highly recommend ACE POS Solutions.

February 8, 2018
Unprompted review
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Reply from ACE POS Solutions

Many thanks for your kind words, Benson. We really appreciate your continued support.

Rated 5 out of 5 stars

The staff at Ace has been fantastic!

The staff at Ace has been fantastic!
No question is stupid... they just want to help you make the system work for you!
I have been a client for 10 years plus!
They are the best

February 6, 2018
Unprompted review
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Reply from ACE POS Solutions

Thank you for your commitment and for sharing the love :) We know that we can always do better but we try our best to make it easier for our customers to run their businesses.

Rated 2 out of 5 stars

Not good

I dont have a lot of great things to say about ace. They do not invest in improving the technology. They have no manual beyond the very easiest actions for the POS and most of the customer service people are not equipped to teach people how to use the functions that are not in the manual.
Also weve been finding the software slow and full of bugs lately. Its a lot to pay for getting very little in return.

February 6, 2018
Unprompted review
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Reply from ACE POS Solutions

Thank you for taking the time to give us your feedback, Erin. We have no doubt that some of the issues you are experiencing have been ongoing and a result of poor code maintenance in the past with Advanced Computing Edge Ltd. prior to our company taking over the support maintenance and resale of the ACE Retail point-of-sale software in 2016. Either way, we totally understand your frustration as none of this should have happened and we are not going to make excuses for it. Our company is now responsible for actively supporting and adding features to ACE Retail so we need to make sure that your concerns are being addressed as fast as possible with stable, reliable update releases.

We will relay to the team your concerns about software slowness and hope that we can schedule you for an update to bring you to the latest version of the software which we actively support and which also now gives you access to the online reporting tool for free as part of your annual support plan. We would also encourage that you sign up for free access to our members web portal (www.acepos-solutions.com/members) which gives you access to training videos and our online knowledge base. Thank you again for your support

Rated 5 out of 5 stars

User friendly software with great support options

Always great service from the ACE team! I'm always responded to within hours of requesting support and find the staff very friendly and helpful.

February 5, 2018
Unprompted review
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Reply from ACE POS Solutions

Thank you, Reena, for your kind words and ongoing support!

Rated 3 out of 5 stars

Ace still has a lot of issues to …

Ace still has a lot of issues to resolve. I have two stores and is still difficult to track reports at the main office for both stores. There are many hiccups with the system. One being the inventory. My inventory is constantly off. The frequent buyer program needs big improvement. Hard to track the product for both stores to send into vendors to get credit.
Price is good and customer service has gotten so much better. Told developers are working on fixes, but have not seen that many yet.

February 5, 2018
Unprompted review
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Reply from ACE POS Solutions

I appreciate your taking the time to give us your feedback, Matt. As you know, we have been the support company and reseller for the ACE Retail point-of-sale system since April 2016. We have no doubt that some of the issues you are experiencing have been ongoing and a result of poor code maintenance in the past. None of this should have happened, and we will not make excuses for it. We are now responsible for actively supporting and adding features to ACE Retail so we need to make sure that your concerns are being addressed as fast as possible with stable, reliable update releases. I will relay to the team your concerns about the timing and areas of priority for improvement. In the meantime, I hope that the online reporting tool, which I saw that you have recently added, is able to help improve your ability to remotely track both of your stores. Thank you again for your continued support.

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