Very glitchy, missing vital features and worst customer service imaginable
July 03, 2020

Very glitchy, missing vital features and worst customer service imaginable

Fergus Mc Manamon | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Xero

Xero is used for quotations (some of them) and all invoicing across our company.
  • Quote converts to invoice.
  • Design templates can be uploaded for documents.
  • Email templates can be added.
  • They can't be contacted so if you have a problem, you'll have it for a long time (or maybe forever).
  • VAT return period can't be closed. So, someone can amend an invoice or bill or add one in to a previous VAT period, which of course screws everything up.
  • You can't set a date for stock to arrive. When you make the order, the system assumes that it's now in stock!
  • You can't save two customers with the same name! They will tell you to add a special character to duplicate names! Unbelievable but true!
  • There are no delivery notes/packing slips. They tout a "workaround" but be warned, it's exactly 10 extra clicks so it's really not an option if you need this feature.
  • If you want to send a document after preparing it, first you have to save it, wait for it to save, it takes you out to a main screen, you have to click back into it and then send it (if you send directly, it will send a draft document only).
  • There's loads more negatives but that's all I can think of now.
  • Negative. It took ages to switch to Xero and now it'll take ages to switch away.
  • Negative. It costs time, every single day, with its glitches and faults and multi-click workarounds.
We used Sage One previously. It was relatively new and needed a lot of improvement. The improvements were very slow coming and we made the decision to leave. Their customer support was infinitely better than Xero's but did leave a bit to be desired too. In general though, they did try and at least, they could be contacted.
Worst software experience that I have ever had, bar none. I have consistently felt this way for 2 years now and am in the process of moving 2 companies away from Xero. We would have moved ages ago but it's just such a hassle and takes so much time.

Xero Feature Ratings

Accounts payable
2
Accounts receivable
2
Cash management
3
Bank reconciliation
4
Expense management
2
Time tracking
Not Rated
Fixed asset management
Not Rated
Multi-currency support
Not Rated
Multi-division support
1
Regulations compliance
Not Rated
Electronic tax filing
Not Rated
Self-service portal
Not Rated
Global Financial Support
1
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
1
Inventory tracking
1
Automatic reordering
1
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
1
Reimbursement management
1
Dashboards
3
Standard reports
3
Custom reports
3
API for custom integration
1
Plug-ins
1
Role-based user permissions
1
Single sign-on capability
1

Using Xero

4 - 
  • Accounts
  • Sales/quotes
  • Admin
  • Management - accounts, quotes
  • Sending quotes
  • Invoicing
  • Bills
  • Bank reconsiliation
  • None, we're leaving.
  • Because the customer service is the worst we have ever seen.
  • Because they don't have and won't have very important features.
  • Because the software is glitchy and doesn't get improved.

Xero Support

Xero has absolutely the worst possible customer service. It is 100% obvious that they don't care about their customers and they don't even try to hide this fact a lot of the time. Read up about them before you consider them and don't believe the reviews that show more than 4 stars! Some review sites show 4+ stars, where a misinformed and/or ignorant writer comes up with the rating, but when you go in and and read actual customer reviews, even on that same website, it's a very different story.
ProsCons
None
Slow Resolution
Poor followup
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
Yes - NO!!! We have reported problems that are now 3 years old and they're still not solved. Some of these are simple bugs and glitches in the everyday usability of the software and others are important features such as delivery notes (or lack of!), closing VAT return periods, etc. Pretty much everything we have ever asked them to do, they have ignored. If this sounds unbelievable, I can understand but I urge you to do your research before you commit and don't get fooled like we did.
Unfortunately not. They have never offered good support. This is a company that does not have a customer phone number. They don't have an email that you can send a message to either. And they don't have a "chat" functionality!! Xero basically don't do support.