Atrocious Customer Service
November 29, 2022

Atrocious Customer Service

Katrina Marie (Hoyer) L.Ac | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with QuickBooks Online

I was really hoping that all the reviews about poor customer service were isolated incidences. They clearly are not. I cannot believe how atrocious the customer service is. Twice on the chat function I've had reps say they were transferring me and they did not. I wonder if it's possible to transfer with chat. Previous to that I had a rep call me back because I was told I would get a call back about an issue. The rep immediately hang up when I answered. Presumably to make it look as though they called, but so they didn't actually have to help with anything. It seems next to impossible to actually get help with anything. It's transfer here and transfer there and disconnections etc. Based on the industry that this is in and what it is used for it blows my mind that it is so bad. There are some minor issues with the functionality of the website as well, those are minor and not a huge hinderance at this point.
  • Nothing really yet
  • CUSTOMER SERVICE
  • CUSTOMER SERVICE
  • Language on products
  • Negative thus far, I've wasted way too much time trying to talk to customer service reps and getting no where
I thought it would be better and I like the interface better but the customer service is so lacking it's infuriating

Do you think QuickBooks Online delivers good value for the price?

Not sure

Are you happy with QuickBooks Online's feature set?

Yes

Did QuickBooks Online live up to sales and marketing promises?

No

Did implementation of QuickBooks Online go as expected?

No

Would you buy QuickBooks Online again?

No

QuickBooks Online
Not sure yet, but the customer service is terrible
I wish I could put a negative number on here, it really is that bad.

QuickBooks Online Feature Ratings

Accounts payable
5
Accounts receivable
5
Cash management
5
Bank reconciliation
5
Expense management
Not Rated
Time tracking
Not Rated
Fixed asset management
Not Rated
Multi-currency support
Not Rated
Multi-division support
Not Rated
Regulations compliance
Not Rated
Electronic tax filing
Not Rated
Self-service portal
Not Rated
Global Financial Support
Not Rated
Primary and Secondary Ledgers
Not Rated
Intercompany Accounting
Not Rated
Localizations
Not Rated
Journals and Reconciliations
Not Rated
Enterprise Accounting
Not Rated
Configurable Accounting
Not Rated
Centralized Rules Framework
Not Rated
Standardized Processes
Not Rated
Inventory tracking
Not Rated
Automatic reordering
Not Rated
Location management
Not Rated
Manufacturing module
Not Rated
Pricing
Not Rated
Order entry
Not Rated
Credit card processing
Not Rated
Cost of goods sold
Not Rated
Order Orchestration
Not Rated
End-to-end order visibility
Not Rated
Order exception Resolution
Not Rated
Pay calculation
Not Rated
Benefit plan administration
Not Rated
Direct deposit files
Not Rated
Salary revision and increment management
Not Rated
Reimbursement management
Not Rated
Dashboards
6
Standard reports
6
Custom reports
6
Not Rated
API for custom integration
Not Rated
Plug-ins
Not Rated
Not Rated
Role-based user permissions
Not Rated
Single sign-on capability
Not Rated

QuickBooks Online Support

ProsCons
None
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response