--- title: "Avalara Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Avalara the right Sales Tax solution for you? Explore 357 verified user reviews from people in industries like yours to make a confident choice." source_url: "https://www.capterra.com/p/75673/AvaTax/reviews/" page_type: "reviews" language: "en" --- Avalara 4 (357) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated August 26th, 2026 # Reviews of Avalara Ease of use 3.8 Customer Service 3.4 ## Pros and Cons in Reviews SP Sonu P Systems AnalystConsumer Goods, 51 - 200 employeesUsed the software for: 1-2 years. “The platform improves efficiency for payroll-related tax handling, invoicing accuracy, and compliance management while reducing manual intervention.“ May 18, 2026 Christina N ControllerComputer Software, 51 - 200 employeesUsed the software for: More than 2 years. “We ran into an issue where a special City of Chicago lease tax was not calculating correctly, and it took more than two months to get resolved.“ May 8, 2026 SP Sonu P Systems AnalystConsumer Goods, 51 - 200 employeesUsed the software for: 1-2 years. “The automation around sales tax calculations, invoicing, and compliance reporting saves a significant amount of manual work for our finance team.“ May 18, 2026 DS DeAnna S AccountantWholesale, 201 - 500 employeesUsed the software for: More than 2 years. “With Louisiana being a difficult state and where we do most business, they don't have many experts in this area especially with Direct Pay Permits and creating Entity Use Codes especially when new jurisdictions are added.“ February 13, 2025 SP Sonu P Systems AnalystConsumer Goods, 51 - 200 employeesUsed the software for: 1-2 years. “It is particularly useful for ecommerce and multi-subsidiary environments where tax compliance can otherwise become difficult to manage.“ May 18, 2026 Brian T OwnerConsumer Goods, 11 - 50 employeesUsed the software for: More than 2 years. “They fraudulently withdrew funds via ACH and charged my credit card.“ April 27, 2026 AC Alyss C Senior Tax ManagerInformation Technology and Services, 1,001 - 5,000 employeesUsed the software for: More than 2 years. “Automated sales tax calculations, simplified tax return preparation and review, a lot of articles and training available through Knowledge Center and Enterprise Support.“ February 14, 2025 Katherine T ERP AdministratorMedical Devices, 201 - 500 employeesUsed the software for: 1-2 years. “Installed package contains locked-down flows, Apex classes, and process builders with errors that admins cannot update“ August 8, 2025 ## Showing most helpful reviews Showing 1-25 of 357 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Ashley L. AR AP Lead Oil & Energy Used the software for: 2+ years ### "Great investment for any business, big or small! " April 30, 2026 5.0 I have loved everything about Avalara. The customer service is great. Their follow up when you do have an issue, to make sure the issue is resolved is amazing. Great customer service. Pros The product is user friendly. I don't think i use avalara to its full potential but it does make it very easy to navigate and the fact that they register in states for you, make life so much easier! Reporting is very seamless and their reports are great. Cons The instructions for beginners can have a learning curve. There needs to be someone that can give you a demo once you have to register in a state and what all that happens, like reconciling the transactions and such. Review Source Response from Avalara May 7, 2026 Hi Ashley, thank you for taking the time to share your experience. We’re glad Avalara has been easy to use and helpful for your business, and we appreciate your feedback as we continue to improve the onboarding experience. Charity R. AP Accountant Wholesale Used the software for: 2+ years ### "Time saver extraodinaire! " October 6, 2020 5.0 This product has been a great tool for our company. The ease of use and the accuracy has saved us so much time. The flow between our POS and their system has been mostly effortless (there will always be issues with software). The best part is that we don't have to keep track of all the changing tax rates in all the different cities and states that we do business in, plus them filing all of the tax returns takes a huge time burden off of our shoulders. Pros \-Ease of use -Compatibility with our POS System -Support and communication of issues -Accuracy of collecting and remitting of taxes Cons They have recently "updated" their user site and so it takes a few more steps to get to where I am going, and it is a little confusing at first. Switched from [CCH SureTax](https://www.capterra.com/p/179085/CCH-SureTax/) Compatibility with new POS system and recommendation from others in the business. Review Source Response from Avalara October 12, 2020 Charity, thank you for taking the time to share your experience using Avalara. We work hard to deliver our customers a reliable and easy-to-use solution, and we're grateful to have the opportunity to serve you. Brian T. Owner Consumer Goods Used the software for: 2+ years ### "The worst vendor and disrespectful group of individuals " April 27, 2026 1.0 By far, the worst vendor experience ever. Zero respectful communication. There's zero context to every interaction. You will have to manage every representative like it's the first time you've met. They have no place to remove your ACH credentials, huge red flag. Avoid this company completely. Pros They can file taxes correctly. For the 36-ish months we used them, they filed 32 of them correctly. One was a bug on their end that they neglected to compensate us for. Cons Customer service. When our renewal was coming up, I requested pricing and an updated contract. They ignored me. I sent a cancellation notice via the channels they required. They ignored me for over 2 months (until I started posting publicly... like this). They fraudulently withdrew funds via ACH and charged my credit card. Someone from the company contacts me after I post but every interaction fades into the ether and nobody takes responsibility for fixing the problem. Review Source Response from Avalara April 30, 2026 Brian, thank you for taking the time to share your experience. We’re sorry for the frustration you’ve described, and this isn’t the experience we aim to provide. We’ve escalated your concerns internally and we understand our team is working with you directly to resolve. Mrugen B. Financial Accounting Accounting Used the software for: 2+ years ### "Avalara Review" March 26, 2026 5.0 Pros What I liked most about Avalara is its clear focus on simplifying complex tax compliance processes through automation. The platform is highly reliable, continuously updated with changing tax regulations, and integrates well with various accounting and ERP systems. Cons What I liked least about Avalara is that, despite its strong automation capabilities, the platform can sometimes feel complex and not very intuitive for new users. Review Source Response from Avalara April 8, 2026 Hi Mrugen, thank you for taking the time to share your experience using Avalara. We’re glad it’s been a reliable solution for your team and appreciate your thoughtful feedback. Katherine T. ERP Administrator Medical Devices Used the software for: 1-2 years ### "Frustrating Experience & Poor Support" August 8, 2025 1.0 Our experience with Avalara Sales Cloud has been extremely disappointing. Their Support team lacks the knowledge to troubleshoot even basic Salesforce mapping issues. From the start, we were told the only way to resolve our issue was to upgrade to a Technical Account Manager—an extra monthly cost—yet this “premium” support is no better than the free package (which isn’t saying much). I’ve had an open case for nearly a year, and their only repeated suggestion is to “upgrade the installed package,” which has never resolved the problem. The installed package contains locked-down flows, Apex classes, and process builders that have errors, but cannot be modified by admins. I’ve escalated to both our Account Manager and Customer Success Manager, only to be sent back to the TAM team, creating a frustrating cycle with no real solutions. If you’re looking for a partner who can actually troubleshoot and resolve Salesforce integration issues, look elsewhere. Pros Large, established company with recognizable brand Prebuilt Salesforce package (no need to build from scratch) Basic functionality works for straightforward tax setups Cons Support team lacks knowledge for even basic Salesforce mapping issues Pushed to upgrade to costly Technical Account Manager with no added value Long-standing issues remain unresolved (case open for nearly a year) Only solution offered is “upgrade the installed package,” which never fixes the problem Installed package contains locked-down flows, Apex classes, and process builders with errors that admins cannot update Review Source Response from Avalara August 19, 2025 Katherine, thank you for taking the time to share your feedback across several platforms. I’m truly sorry to hear how frustrating your experience has been. We understand how important it is to have a reliable integration with Salesforce and timely, knowledgeable support. I recognize how difficult it must feel to be dealing with ongoing issues, and I’m sorry we haven’t delivered the clarity and resolution you’ve needed. We've escalated your concerns internally to ensure your case receives the attention it deserves. -Celina R VR Verified Reviewer Controller Textiles Used the software for: 2+ years ### "Keeps us organized but isn't always reliable" July 3, 2025 3.0 Pros I like that all of our required sales tax filings are organized into one space. It is clear what is due and when. Cons There are often errors in the sales tax calculations on our sales, resulting in incorrect amounts being charged to our customers and further remitted to the government. In addition, we have had a few large issues arise and it seems like their team never takes them seriously. There is always a lot of back and forth and we continually have to remind them that the issues are not resolved. Review Source Response from Avalara July 10, 2025 Thanks for taking the time to leave a review. It’s good to hear that having everything in one place has helped keep your filings organized. We’re sorry to hear about the calculation issues and your support experience. That’s not the level of service we aim to provide. If you're open to sharing more so we can review, please reach out to our team at customercare@avalara.com. -Celina IP Iryna P. owner Retail Used the software for: 6-12 months ### "Small business owners — stay away. Worst experience of my e-commerce journey." September 8, 2025 1.0 I received nothing positive from working with this company — only charges and poor communication. I canceled services back in January 2025 by contacting support and explaining my experience. They apologized but offered no remedies. I was never informed that my account wasn’t deactivated or that I needed to take additional steps. I stopped receiving bills from Avalara and couldn’t log into my account anymore, so I thought it was the end of the story. But they kept charging me. Recently I discovered they’ve still been billing me $19/month for a Shopify extractor I never used. No bills, no communication — just hidden charges buried in Shopify. I’ve tried contacting them countless times with zero response. Completely unacceptable — I’m still waiting for my refund. Pros They’re very good at marketing their services and signing you up — initial communication was fine. The idea behind the service is great, but the execution is terrible. Cons I tried Avalara for my small business and found it overpriced and confusing, with multiple hidden charges. The service didn’t work properly, and support was useless — they were supposed to help me seamlessly transition my Shopify orders into Avalara, but it never happened, and I ended up doing everything manually. That wasn’t even the worst part — Avalara failed to file my taxes twice, leaving me with state penalties. I’m not sure what went wrong or why my returns weren’t filed automatically (as they were supposed to be), but the end result was very poor. Review Source Response from Avalara September 10, 2025 Iryna, thank you for sharing your experience. I’m truly sorry to hear about the difficulties you've faced with billing, support, and tax filings. That’s not the experience we want any customer to have. I have escalated your concerns internally so that our team can address. We look forward to resolving this matter with you. -Celina R TL Trudy L. CEO Accounting Used the software for: 1-2 years ### "Not good software" December 31, 2025 1.0 Not pleasant. Through out the year customer service was not good. I had some past years & current year I had to send 941's Couldn't even find them they sent me to IRS to get them!!!! So I ended up using intuits (much better software by the way!) 1099tax. But getting help was unbelievable. Pros Difficult to use. Can't file 941's online. Customer support if nil. The program doesn't offer much online other than 1099's Cons No customer support. Tried canceling my service and had a hard time finding how to go about that. Once the fee went through for another annual use they refused to refund saying it was too late. Review Source Response from Avalara January 16, 2026 Hi Trudy, thank you for taking the time to share your experience using Avalara. We’re sorry to read about the challenges you’ve described, as this is not the level of service we aim to provide. If you’re open to a conversation, we’d like to learn more and see how we can help address your concerns, please reach out to our team at customercare@avalara.com. LH Lysi H. Assistant Controller Accounting Used the software for: 2+ years ### "Don't use this software" May 12, 2025 2.0 Not good. Attempted to cancel, but had to jump through hoops and we are still being charged monthly. We had multiple changes in our dedicated support rep, and he would constantly cancel our scheduled meetings. Pros Initially I thought Avalara was nice because it would calculate taxes on our behalf, then I realized the taxes calculated were wrong. Cons Customer Support was horrendous and slow. Platform was difficult to navigate at times and it is overpriced. Review Source Response from Avalara May 15, 2025 Hi there, thanks for taking the time to share your experience. We’re so sorry to hear this isn’t what you expected. We want every customer to feel supported, and we’d really like to make things right. Please send us a quick email at customercare@avalara.com so we can assist. CH Carina H. Head Retail Used the software for: Less than 6 months ### "Terrible customer support" July 12, 2025 1.0 Cons Very disappointed customer support. Don’t care client at all. Even no proper action after escalated complaint one month ago! Review Source Response from Avalara July 14, 2025 Carina, thank you for sharing your experience. I’m really sorry to hear how disappointing this has been. That’s not the level of support we aim to provide. If you haven’t already, please reach out to us at customercare@avalara.com with your contact details so we can take a closer look and follow up directly. -Celina R AC Alyss C. Senior Tax Manager Information Technology and Services Used the software for: 2+ years ### "Powerful, but not intuitive" February 14, 2025 3.0 Avalara is a powerful tax automation platform that offers many useful features designed to simplify and streamline tax compliance for businesses of all sizes. However, its cost, complexity, and complex integration/connector configurations can cause issues making it a difficult system to learn/master. Pros Automated sales tax calculations, simplified tax return preparation and review, a lot of articles and training available through Knowledge Center and Enterprise Support. Cons Frequent turnover with dedicated account executives and support personnel, expensive. It's difficult to get an accurate, up to date usage/projected future usage to manage account subscriptions. Steep learning curve for new users of Avalara and those newer to sales tax, complexity of configuration with the D365 connector. No way to automate reports to run on a recurring basis, very manual. Review Source Response from Avalara February 21, 2025 Alyss, thanks for sharing your thoughts on Avalara. We are happy to be a part of your sales tax process. We also appreciate your feedback on our reporting and will share with our team! VR Verified Reviewer COO Consumer Goods Used the software for: 1-2 years ### "Time Consuming, Costly, and Zero Accountability" March 21, 2025 1.0 Avoid Avalara. Costly, painful onboarding, unnecessary state registrations, software incompatibilities, and zero accountability. Their team admitted to unresponsiveness and miscommunication, but refused any resolution. We’ve moved on, but still deal with state notices from our time with them. Working with Avalara added to my stress and workload. Their complete disregard for customer satisfaction made this one of the worst vendor experiences I’ve had in a long time. Pros Unfortunately, nothing met our expectations. Cons Terrible customer service experience, unnecessary state registrations, software incompatibilities, and the associated time and expense. Review Source Response from Avalara March 25, 2025 Thanks for taking the time to share your experience with us. We understand your frustration and regret that we did not meet your expectations. We will take your feedback into account to make necessary improvements. VP Violet P. Business Systems Manager Construction Used the software for: 2+ years ### "Mix Emotions " February 13, 2025 4.0 Customer support is non-existent. Unable to get return calls/emails to open ticket requests. Pros Automatically calculates tax rate for orders. Cons So many tax codes it is hard to know what you should use. Review Source Response from Avalara February 21, 2025 Thanks for sharing your review, Violet! We appreciate your feedback on our customer support, we are continually working to create a better support experience. MO Mira O. CEO Machinery Used the software for: 2+ years ### "Software is the only thing worth using - RETURN & PROFESSIONAL TAX SERVICES ARE QUESTIONABLE" September 18, 2024 3.0 It was great for 3 years as we assumed they were doing their job of tax assessment and tax returns well but the house of cards began to fall when we started getting notices from State entities that our taxes had been filed incorrectly for YEARS. Pros Their software that is used and intergrated into woocommerce to determine correct tax rate Cons Customer Service - non existent Account Rep - just a sales person, literally tells us she cannot help us with issues Tax Expertise - questionable - they state they will ensure you will "Submit returns to the right places at the right times with an automated filing" and they literally have been filing our LA returns to the wrong tax entity for 3 years and when I brought it to their attention and asked how they would resolve this their reply is "it is \[your company\] responsibility to ensure that state registration aligns with the schedule return setup in Avalara Portal, \[your company\] will need to resolve this notice directly with the LA" or pay for additional services from Avalara. Also This was not the first misunderstanding we had with one of the states and we did use their backservices to pay for another state error. Took Avalara 3 months to get the back returns filed. Review Source Response from Avalara September 19, 2024 Thanks for taking the time to share your feedback with us. We are sorry to read you've experienced challenges and we'd like the opportunity to resolve. Please reach out to our team at customercare@avalara.com so we can assist. FA Frida A. CEO Retail Used the software for: 6-12 months ### "Good product but expensive, not trustworthy & not for international stores" May 31, 2024 4.0 I contacted Avalara well before launching my store; we were just commencing the development. I communicated this to the sales representative and all he focused on was about how this was ideal because I had no footprint and I would be properly set up from the beginning. However, at no point did it tell me clearly what were the things I needed to have in order before implementing Avalara, nor did he say at any point there was no reason to make the purchase until after the launch of the store since I had no sales and therefore no threshold would be surpassed. For this reason I went about 8 months without using the platform until we were getting closer to the launch at which point I realized there was no support for implementation outside of a manual, that by the way, is outdated, no videos to explain to new entrepreneurs not only how to navigate the waters is compliance but how to properly use their system. Then there were compatibility issues between avalara and our system, though they say they are compatible with WooCommerce, if your platform is using any other plugins or apps it will cause issues, such as long delays in the check out process. I communicated this to the tech team and they acknowledged that they knew of some issues (so we aren’t the only ones), but they never even replied about remotely addressing this issue. In addition, I was sold on an idea that Avalara was the best system for international stores. This is disingenuous, since it won’t calculate and send you automatic warning when you’re going to cross any NEXUS outside of the US. This wasn’t clearly explained on the sales meeting and it should have since we are a Canadian Corporation and it wasn’t going to serve even our own jurisdiction. In addition, it is not set up to configure locations of warehouses, so it calculates taxes according only to the location of the corporation, sending a warning to all clients outside of that country that they may have to pay duty charges upon receiving the goods. We were extremely careful of ensuring the most easy shopping experience for our clients, therefore we are working with warehouses in other countries like Mexico, to bring down shipping costs and take care of all duty charges so our clients don’t have to. But though we already paid the duties, Avalara was still posting a warning in our system during the check out process and though we explained our situation, they did nothing to accommodate this. We had technical issues with syncing our products with Avalara, and this was already at the point when we were finally ready to launch our store. It took Avalara 2.5 months to provide a solution, which caused a delay in our launch and they were not even communicating during the process, no timeline was provided, not even an email to ask us to be patient. Nothing. It is super expensive too, and though I never ended up actually using it (we did not launch our store with it) and due to all this frustrating issues met with indifference, we decided to cancel our contract and ask for a report nbirsement for the software that was never used, ensuring I mentioned that as a business owner, I was willing to negotiate a fair market value for the time spent with their engineer in the one meeting we had with him to explain our issues and the one meeting with the implementation specialist at the beginning, who sent us the manual to read, and took us through a general walkthrough of their platform, as well as all the HS codes we had received vs the ones we actually paid for. But they were unwavering due to their 60 day policy, which I sure went well o er since I purchased the service way before we were ready for launch, and all though I explained everything I stated above. Overall the worse experience in my life and I truly try to avoid saying any negative reviews unless I’ve exhausted every opportunity to make things right and the negative reviews are truly deserved. And I try to honour the good things they do have, which is what seems like a good product for more generic local companies within the US. Pros Seems like a good product (bit only truly good for the US), lots of services under one roof Cons 1\. Sales representative only concerned with making the sale and did not offer trustworthy advice in my circumstances. 2. We needed more help in the implementation process. We would have been open to paying for an hour or two, or whatever was necessary with some one that would actually takes us through the process to do it right from the get go. We are not experts, and it would have been more effective than sending us to read stuff. Even step by step videos would have been better. 3. Disingenuous information; I made specific comments about how I needed a system that was international. I also communicated that my corporation was in Canada. It wasn’t until a year later that I realized that automatic NEXUS calculations are only available for the US in Avatax, and that I would have to manually keep track of all other countries. This should have really been explained by the sales rep, and explain the significance of this, especially as a Canadian corporation. 4. System compatibility. Avalara was making our system extremely slow. We communicated this to the tech team and it was never addressed. At no point in time were we asked what elements were we using as part of our platform to see potential compatibility issues. 5. Uncompromising client care; only cares about Avalara’s interests and does not care about clients. Reason for choosing Avalara The sales representative made a very appealing pitch for their products and woo commerce suggested it as a good alternative for tax calculations. Review Source Response from Avalara June 10, 2024 Hi Frida, we appreciate you taking the time to share your experience with us so we can learn and improve. We apologize for the frustration you've experienced and we've shared your feedback with our products team. VR Verified Reviewer Engineer Wholesale Used the software for: 1-2 years ### "Horrible Software with even worse Customer Service" August 16, 2022 1.0 Awful, support staff has very clearly never used the software, some have never seen it. Software does not provide the basic functionality that is advertised. Our account manager is incredibly rude and ignores emails. So phenomenally frustrating. The few helpful people I have worked with that actually understands how the software is supposed to work have made it clear that the issue we are experiencing are back-end programming problems that need to be resolved by their back-end support team. Despite following up multiple times I have yet to receive any resolution. After putting in countess hours and way too much in subscription costs into getting this software setup I can honestly say it is more time and cost effective to manually calculate tax on each order than it is to use Avalara. Pros After over a year of use, nothing. there is nothing redeemable about this software. Cons On an entirely basic level, the software does not function. It is advertised as integrating with QuickBooks Desktop but I have yet to see it function properly for an entire day. It has created such a phenomenal mess of our QuickBooks file and is completely unreliable to calculate taxes correctly to the point that each transaction has to be manually checked to ensure tax filings are correct. I have been told by numerous support staff that this is not normal but after spending literal hours working to try and rectify the issues, have come to realize that the software does not function as advertised and likely never has. Absolutely atrocious that this was ever advertised to work with QuickBooks Desktop. DO NOT USE THIS SOFTWARE. Alternatives considered [TaxJar](https://www.capterra.com/p/163419/TaxJar/) Reason for choosing Avalara It was recommended by QuickBooks sales. Review Source Response from Avalara August 23, 2022 Thank you for taking the time to write about your experience, though it's not the type we aim to deliver. We're sorry to read you've experienced challenges with the QuickBooks integration. We understand it's been frustrating and we'd like to help. Please contact us at customercare@avalara.com so we can work to address the issue. SD Sherri D. General Manager Sporting Goods Used the software for: 2+ years ### "Avalara is a nightmare " June 16, 2023 2.0 We have spent a great deal of money having outside people help us with issues that Avalara customer support does not know how to fix. Pros It was available in the hosting environment we had Cons Their customer service is awful. They close claim tickets without even working with you to fix the problem. When you do get a zoom meeting you never talk with the same person twice so you have to start over. They point the blame to other platforms you use as the source of your problem. Some of our issue have gotten worse by the fixes that their customer service reps have implemented to fix other issues. Reason for choosing Avalara We had to choose from what our hosting environment offered Review Source Response from Avalara June 26, 2023 Sherri, thank you for taking the time to write about your experience using Avalara. We strive to offer the best service possible and the frustrations you've described are not what we want. If you're open to a conversation, we'd like to address your concerns by learning more about your specific experience and how we can improve. Please contact us at custoemrcare@avalara.com DS Diana S. Senior Division Controller E-Learning Used the software for: 2+ years ### "Review of Avalara AvaTax and Returns" June 27, 2024 5.0 Very good overall. We encounter very few issues with Avalara given the quantity and complexity of our transactions. Pros Avalara AvaTax and Returns is a must have given the quantity of our transactions and returns required. Additionally, Avalara stays on top of changes in the tax regulations so that we don't have to worry about that. Cons Their help desk is usually not very helpful unless it's a very basic question, like where is something located on the platform. Any questions regarding tax not being calculated correctly takes a long time to resolve with a lot of back-and-forth on tickets. Review Source Response from Avalara July 8, 2024 Diana, thanks for sharing your experience with us. We work hard to deliver a reliable product so you don't have to worry. We appreciate your feedback on our help desk and will share with our team so that we may continue to improve. VR Verified Reviewer Operations Wholesale Used the software for: Less than 6 months ### "Consider alternatives" August 9, 2022 3.0 Pros CertCapture is probably the best part of their solution, which is the management of exemption certificates. Cons Looking back at what I paid for and what I received (and didn't) and the stress that I endured through the process, I definitely would have looked elsewhere. Implementation was confusing and difficult, and their support was non-existent most times. Employee turnover seemed to be common during my implementation, which led to frustration. Lots of different programs (Avatax, certcapture, business registrations, tax filings) that are not well connected and very confusing, and this is super important and caused me many, many hours of unnecessary time. During implementation I had 3-4 different employees that were trying to as quickly as possible on-board me. Need a meeting with someone, good luck, there's no phone number for anyone. Even my ERP implementation consultant who had an 'in' with Avalara had a difficult time receiving support. From my experience, it was difficult to find anyone in the organization that was engaged and supportive in insuring the success of my business start up from a taxation standpoint. My account manager that was supposed to be my advocate, rarely responded to messages and was the least helpful of anyone. Have a tax question, or anything that could be construed as a tax question, they won't answer it. I paid for professional plus support, which as I later determined was for after implementation support, however despite an 8hr stated response time to questions, my experienced showed that I received a response well past the stated response time. Review Source Response from Avalara August 17, 2022 Thank you for taking the time to write about your experience; it's not the type we aim to deliver. We apologize that the implementation process has been a challenge and we'd like to help. Please contact us at customercare@avalara.com so we can look into your account and help find a solution. BH Blake H. Controller Consumer Electronics Used the software for: 6-12 months ### "Avalara overpromises & Under-delivers" August 23, 2019 3.0 TERRIBLE! There are a lot of configuration issues that we had discussed in the pre-sales cycle (like CertCapture integration, configuring marketplace facilitatort exceptions, etc.) these were all ignored and never were addressed by Avalara when we went live. Tons of issues, then their customer service doesn't respond to cases for weeks at a time. Just a really horrible customer experience. AVOID AVOID AVOID! Pros I liked that it integrated with all of our platforms (i.e. NetSuite, Magento and future state Shopify+) and the quoted price came in much lower than other comparative software solutions. Cons The setup is not intuitive. There are tons of issues where it doesn't calculate sales tax correctly or at all for some states or on returns. There are multiple different logins for different services/features (i.e. AvaTax, CertCapture, General Avalara account) which are frustrating. Also had a number of issues with our NetSuite integrations. CertCapture required us to manually upload each state certificate for each customer, then manually review and validate each one all over again. You select a state, then it doesn't select a Country and errors out, but never asks you to enter a country.... There's are just a whole lot of things not to like about Avalara. There are a lot of configuration issues that we discussed in the pre-sales cycle, then were ignored and never addressed once we went to implement. Implementation shhTheir customer service is Alternatives considered [Sovos](https://www.capterra.com/p/163421/Sovos-Sales-Tax/) Review Source Response from Avalara August 27, 2019 Blake, thank you for sharing about your experience using Avalara. We are sorry to read you've experienced challenges, we understand it's been frustrating, and we'd like to address your concerns. Please contact our VP of Customer Excellence Bobby Sands at customercare@avalara.com so we can learn more and work to assist. VR Verified Reviewer President Real Estate Used the software for: 1-2 years ### "Avalara Charges for doing nothing. They provide no benifit at high cost. Do not subscribe. " September 13, 2022 1.0 Avalara sold me on what they described as a sales tax service that freed me from the headache of filing quarterly reports. For this they charged me about $300 initiation fee and then $29 per month. Every report they filed had 000000. NOTHING! Why? Because I had to file the report to them. Then they would file the tax form to the local government agency. What I joke. I just filed my tax report myself. Avalara did nothing but bill me for nothing. When I ask for a credit for failure to preform they refused to even offer one cent in refund. The agent advised she was very happy she was going to get a big stock option benefit on the sale of Avalara in a buy out. Great for her. She got my money plus stock options, oh wonderful. SAVE YOUR MONEY AND FILE OWN YOUR TAX WITHOUT PAYING THEM FOR DOING NOTHING!!!! Pros Zero service. You must file the report for them. What are they charging for? Cons High cost. No benefit. Avalara only files what you file with them. This is useless service at a high cost. Just file you tax yourself as they do nothing unless you file the income and tax with them first. What a joke. Charge me for nothing and then refuse to refund even one cent. Every form they filed with my city was 000. I filed it myself at no extra cost. It is just as easy to file my tax report myself as to file the report with Avalara who charged me over $1000 and never filed one proper report. Save your money they do nothing. Review Source Response from Avalara September 21, 2022 Thank you for bringing this to our attention again. We are sorry for the frustration you've experienced. Our team remains committed to supporting you. Please continue to follow up directly. EW Eva W. IT Electrical/Electronic Manufacturing Used the software for: 2+ years ### "Brutal customer service, no transparency on billing" March 11, 2024 4.0 We use Avatax integrated with our ecommerce provider. It does what's advertised on the tin, but don't expect clear and transparent pricing. Pros Tax calculates correctly, unless the API is down of course. Cons It is impossible to receive an answer from the support team regarding billing. For a month now I've been trying to understand the 4x price increase we received after almost 10 years. There was no explanation on the renewal notice. Submitted a support case online, no response for a week. Called, spoke to a person, 48 hours later my case was closed with information unrelated to my case. They also called me by another name. Review Source Response from Avalara March 13, 2024 Hi Eva, thanks for bringing this to our attention. We apologize if pricing expectations were not clearly expressed and we understand how unexpected costs would be upsetting. We strive to offer the best service possible for our customers and the billing frustrations you’ve described are not what we want. Please reach out to us at customercare@avalara.com so we can assist. CV Carlos V. General Admin Food & Beverages Used the software for: 6-12 months ### "Ease the burden of filing" February 23, 2024 5.0 Its great! Dont need to worry about filing deadlines unless the state goes through an overhaul of IT systems Pros its convenient and worry free. I never have to worry about getting tax filed Cons When changes are made, either throught the state or otherwise, getting in touch with Avalara is frustrating Reason for choosing Avalara Burden free style of filing where i dont have to drive down to the post office or Tax field office. Review Source Response from Avalara February 27, 2024 Hi Carlos, thanks for taking the time to share your feedback with us. We work hard to make sales tax filing worry-free for our customers, and we're grateful for the opportunity to serve your team. SM Shannon M. Advanced QB ProAdvisor Accounting Used the software for: 1-2 years ### "Great product...poor performance in QBO" January 8, 2019 2.0 Support has been mediocre. The current issue is on it's 4th month with no anticipated resolution timeframe. In the meantime my client is paying me to manually enter these and reconcile Avalara to ensure that the system reports the proper totals as well as to educate their support team. I feel bad that they are paying a lot of money for a product that is not functional...to my knowledge, all of my requests to get them a credit for their inconvenience and the product issues have been ignored. As the title states, a great product "in theory", but it needs to work! Sales Tax is nothing to screw around with. Pros Avalara has a great concept if it works as designed. Auto-calculates sales tax based on address, ensures updated tax rates, filing assistance for multiple states...it really is a business owners friend...in theory. Cons Unfortunately, Avalara does not work well with QBO. There seem to be many bugs experienced with QBO. We have used Avalara with QBO for over 1yr and seem to be their guinea pig to alert them of issues. Currently, Avalara's connection is preventing us from saving and updating invoices in QBO and is not posting tax to the Avatax console for approx. 50% of our $2mil/mo client. We have to manually enter each invoice into Avatax to ensure that the proper taxes are paid. Unfortunately, if we need to update a class, memo, email address or any other aspect of the invoice (not related to ST) we cannot update those 50% of transactions. After support reviewed the issues multiple times, they tried to blame the issue on QBO. But when we disconnect the QBO from Avalara and try to do the same transaction - it works...so Intuit has confirmed the issue is isolated to Review Source RM Ronnie M. Senior Staff Accountant-Tax Retail Used the software for: 2+ years ### "Avalara - the cons outweigh the pros" December 11, 2019 2.0 This is a horrible company if you value customer service and resolution of issues in a timely manner. Pros Hard to find any pros. The reporting is good when it works. Cons Doesn't calculate tax based on the correct jurisdiction - tax will change between sales orders and invoices even though addresses did not change. The reconciliation report that is ran out of NetSuite stopped working after the latest update, absolutely no help in getting that resolved which means I can't reconcile back to our GL. When Avalara was contacted, they asked us for a "video" of what was going on. THE REPORT WILL NOT EXPORT TO A CVS.....why would they need a video???? Submitted a tax notice and after 2 weeks, contacted the Director of Customer Experience to find out why and was told "Avalara’s response time for notices is 4-6 weeks, and resolution time is 6-8 weeks per this article I found in Avalara Help Center." Seriously? According to their own website, the professional support service which we pay for is supposed to have an 8 hour response time. Reason for choosing Avalara I didn't choose Avalara. Review Source Response from Avalara December 20, 2019 Ronnie, thank you for taking the time to write about your experience, though the frustrations you've described are not what we want. We strive to offer the best service possible and apologize for the challenges you've experienced. Please contact customercare@avalara.com if you're open to a conversation. ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. 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