Iris Software Avis 5

I have been promised a call from customer service yesterday,not received any calls to resolve this ongoing issue.

Very bad customer service since June 2025.On 30/06/2025, I had to wait 1 hour for my call to be picked up. The issue could not be resolved by the lady who answered. I was promised a call back on the same day and that the case would get top priority as it was filing deadline day. I have since checked and the assigned priority level was P3 and not P1 as promised. To this day I have not had the call back and am still on the phone for the last 1 hour 10 mins. When I ask to speak to a manager or senior officer, no one is available or is on a break. Even our accounts manager has not responded to our email. This is very bad customer service and I would definitely not recommend IRIS to anyone in the future. Our contract is coming for renewal very soon and we know what we have to do. We are also aware that several firms of accountants in our area are complaining about the service they receive. It looks like cost cutting to the detriment of customer service. We are in the customer service industry and we would never treat a customer this way. Shame there is not a negative Star rating. By the way, the response on Trust pilot is automated.

I've been an Iris customer for over 20 years, but I'm fed up with the way Iris have started outsourcing it's support services overseas. They still charge the same high prices but without any prior knowledge, gradually move level one support to India. I only found out this week that payroll support at level one for a product called PAYEMASTER is now outsourced to India. If you call them in India, you can't hear yourself think due to all of the background noise/racket going on. It sounds like some street market. I keep having to tell them to shut their staff up! It's like being outside my daughters primary school playground!. I wouldn't mind so much, but you don't get any communication from Iris about the changes and the quality of the training is somewhat dubious too. When you rely on software to carry out certain tasks, the last thing you need is a half baked resolution.

Another thing that annoys me is the so called 'account management' The UK account managers are only interested in selling. Just this week I emailed mine to keep him up to date about the problems I was having with an app and he read the email, but never even got in touch to reassure me that everything was being done to sort matters out! Just a few weeks before he was over me like a bad rash getting me to sign up to outsourcing bookkeeping to their office in India, which I might add, I have since cancelled. The member of staff I was told would be my account manager in India, didn't understand a word of English.

We contracted them to help automate processes for us.They would ensure we cut down on the operational cost. Their process did not seem to work through and we incurred a loss.

It is one of those companies where work is outsourced to developing countries. They charge a lot from the clients, keep most of the profits to themselves, and get the work done for pennies. The results are slow and unworthy of the dollars you spend. Try for yourself and see!