Do not recommend.
September 23, 2024

Do not recommend.

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Modules Used

  • AvaTax
  • CertCapture
  • Returns

Overall Satisfaction with Avalara

We used Avalara to calculate, complete, and pay our sales tax as well as to keep track of our nexus states, online store, and we used them to store and validate our customers' tax exemption certificates. They were integrated into our core software and our online store.

Pros

  • User Friendly
  • Sales

Cons

  • Customer Service
  • Price
  • Fulfilling Agreements
  • Inaccurate nexus calculations
  • Software integration not accurate
  • More staff hours required to audit
  • Epicor
  • Woocommerce
Epicor was never corrected to accurately calculate.
It is a user friendly, easy to use software. Overall it was easy to learn, and is not confusing.
  • Avalara Returns
  • CertCapture

Do you think Avalara delivers good value for the price?

No

Are you happy with Avalara's feature set?

No

Did Avalara live up to sales and marketing promises?

No

Did implementation of Avalara go as expected?

No

Would you buy Avalara again?

No

Because of our company's poor experience I would be unwilling to recommend their services in any circumstances. Unfortunately, live customer service is an extra charge, on top of the already high cost. In my experience, regular customer service takes a minimum of 5 days to respond, and then fails to resolve issues. In my experience, our "account manager" refused to assist with any of our concerns or complaints, and only wanted to discuss renewing our contract. In my experience, when we raised issue with this she rolled her eyes during the meeting, and became defensive and aggressive. We reached out for help MANY times and either received no response, or no resolution.

Avalara Feature Ratings

Type of tax
7.0
Sales and Use Taxes
7
Cross-border Taxes
Not Rated
VAT / GST Taxes
Not Rated
Energy and Fuel Taxes
Not Rated
Tax Reporting & Compliance
5.2
Geolocation for Tax Assessment
Not Rated
3rd-Party Software Integrations
5
Tax Data Reporting
5
Compliance Administration Management
Not Rated
Tax Exemption Processing
5
Tax Document Management
6
Complex Tax Scenario Management
5

Avalara Support

In my experience, Poor response time, poor responses, fail to understand the issue, fail to follow up, fail to reach resolution, fail to accept any responsibility. On top of that, just failure to respond if they don't want to.
ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
No, its a much higher price and if our issues already aren't being resolved, even at a slow pace, we have no faith that paying a higher price would assist us in solving problems.
Yes - No.

Comments

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