--- title: "Avalara Reviews 2026. Verified Reviews, Pros & Cons | Capterra" description: "Is Avalara the right Sales Tax solution for you? Explore 355 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 (355) 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 July 31st, 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 DT Dale T PresidentSporting Goods, 2 - 10 employeesUsed the software for: Less than 6 months. “Integration, Avalara claiming to have set up all registrations, support cases being closed before a resolution is provided, and Software taking money out of the company to cover taxes in a state we are not collecting taxes in. “ August 8, 2024 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 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 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 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 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 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 ## Showing most helpful reviews Showing 1-25 of 355 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use 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. 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. 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 DS Diane S. Bookkeeper Retail Used the software for: 2+ years ### "Avalara Review" February 13, 2025 4.0 Ok, most of the time, but the customer service reps do not always communicate well. Pros The variety of products, and the ability to customize to individuals. Cons Connectivity Issues that created lag time. Review Source Response from Avalara February 21, 2025 Thanks for the review, Diane! We are working to improve our overall customer support and appreciate your feedback. VR Verified Reviewer CEO Facilities Services Used the software for: 6-12 months ### "Company should go out of business" July 16, 2024 1.0 HORRIBLE Pros They were quite sweet and responsive when they sold me the software. These scammers... Cons This is the worst company I've ever dealt with. They ignore my e-mails, they pass me around from person to person. Zero customer service. You can't even cancel your subscription. This is the reason people hate entrepreneurship. Because of people like Avalara. Switched from [Paddle](https://www.capterra.com/p/173382/Paddle/) THEY ARE NOT LETTING ME UNSUBSCRIBE AND THEY KEEP BILLING ME. Review Source Response from Avalara July 29, 2024 Thank you for sharing your concerns with us. We apologize for the frustration you've experienced and we'd like to help. Please reach out to us at customercare@avalara.com to continue the conversation. 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 BG Bonnie G. Tax Accountant Plastics Used the software for: 2+ years ### "Tax Accountant" December 14, 2022 5.0 Pros Avalara reporting tools such as Credit Carry forward balance and liability worksheet. The reports are very detailed and would help in an audit situation. Cons I don't have any issues with the software It's the customer service that is lacking. Reason for choosing Avalara We were currently on Vertex L servies and it didn't meet the demands of our growing company Switched from [Vertex](https://www.capterra.com/p/160387/Vertex-SMB/) Looking for a better tax calculating and reporting tool Review Source Response from Avalara December 20, 2022 Bonnie, thanks for sharing your feedback with us. We work hard to deliver a reliable product, and so we're happy to read your team has benefited from our services. NB Nico B. Finance Team Medical Devices Used the software for: 6-12 months ### "Extremely helpful in navigating the ins-and-outs of US sales tax" May 30, 2025 4.0 As a Uk company with a presence in the US we needed help to understand and US sales tax procedures, and after enquiring a few consultants and CPA's they all recommended Avalara. We then got in touch with them and organised the onboarding, which was a bit of a lenghty process, however once we launched it we never looked back. Pros Extremely helpful in navigating the ins-and-outs of US sales tax. From registering for sales tax in any US State to submitting returns, certificate management and generate reporting. Cons It takes a bit to undestand how the system work, especially for non US, but after that it's a walk in the park Review Source Response from Avalara June 5, 2025 Hi there, thank you so much for the thoughtful review! We know how complex US sales tax can be—especially when navigating it from overseas—so it’s wonderful to hear we’ve been able to help. We really appreciate your patience through onboarding, and we’re glad to hear things are running smoothly now. Thanks again for being part of the Avalara community! ML Maria L. CEO Building Materials Used the software for: Less than 6 months ### "Absolute worst customer serve " March 21, 2025 1.0 I have had the absolute, most time-wasting experience with Avalara. They were deceptive upon onboarding, have billed me incorrectly, have errors and incomplete coverage in the ECM software, and customer service is non-existent. I have been trying since December to get resolution on several issues and no matter what avenue I take, I can't even get someone to respond to me. The one response I received was not even relevant to my issues. Pros Managing taxes in a central dashboard in theory is helpful Cons Customer experience is abysmal Incomplete information in ECM module Review Source Response from Avalara March 28, 2025 Thanks for sharing your experience with us here; though it's not the type we aim to deliver. We'd like the opportunity to learn more and resolve your concerns. Please reach out us at customercare@avalara.com. DM Deborah M. Financial Lead Information Technology and Services Used the software for: 1-2 years ### "Save your money " February 13, 2025 1.0 Awful wouldn’t recommend to my worst enemy Pros Nothing, this was sold based on ease and integration, integration resulted in transaction coming through twice Cons Didn’t work properly, support useless and didn’t fix, I spent hours each month going through line by line correcting Review Source Response from Avalara February 21, 2025 Hi Deborah, thank you for taking the time to share your feedback with us. We apologize for the frustrations you experienced with integration and we'd like to learn more. Please reach out to us at customercare@avalara.com so we can address your concerns. VR Verified Reviewer CFO Computer Software Used the software for: 6-12 months ### "Worst customer support ever letting down a good product." September 25, 2024 1.0 Great product if it works, let down by the worst customer support ever when it doesn't. Pros When the software works, it's good, and it's easy to set up. Cons The customer service is the worst I've ever come across, and I'm paying for the enhanced support. I've spent months trying to fix a problem with them, and got nowhere. Review Source Response from Avalara October 1, 2024 Thank you for sharing your experience with us; though it's not the type we aim to deliver. We'd like the opportunity to learn more about the customer service improvements you'd like to see and how we can assist with your concerns directly. Please reach out to us at customercare@avalara.com. VR Verified Reviewer Manager, Business Systems Wholesale Used the software for: 2+ years ### "CertCapture does what it is supposed to do, but doesn't make it easy" September 26, 2019 4.0 It would be impossible to correctly charge tax and file in the various states where we now have "economic nexus" without Avalara, so Avalara has been indespensible. However, they have completely ignored my suggestions for improvements for over 4 years. We need them, but I hope they get better at the certificate capture part of the business. Pros Certcapture provides the ability to create a campaign to email or fax customers for whom exempt certificates are required, and it makes it easy for them to supply the certificate(s). It is also simple to followup with those that did not initially respond. For daily use, the Walk me Through help feature, and the great wealth of help articles and FAQs, make it easy to find the answer to any questions. Cons CertCapture allows you to select an Exempt Reason that isn't valid for the state of the certificate. Avalara knows it isn't a valid reason, but it lets you select it anyway, and doesn't give you an error. After you finish validating the certificate and saving it, you can then look at a "History" tab and there you will see an API Call Failed error which if you research you'll find out the reason. But why set the user up for failure? Another issue: how is it useful to allow only the last PO number to be used for a single-use certificate, but at the same time allow multiple PO numbers to be saved? That’s also setting people up to fail! The Avalara University videos on Certcapture do not mention that only the last PO number saved is effective. The “Walk me through” feature doesn’t either. The field says “PO Numbers” and allows multiple PO Numbers to be saved, but it doesn’t actually work. The only way someone could learn that the field that says PO Numbers really means PO Number is by having orders they expected to be exempt be taxed, then have customers complain when they are not. Avatax should validate the selected Exempt Reason, and check all the PO numbers listed for a certificate and exempt orders with PO numbers that match any of them. I've told them this, but instead of “That’s a good idea, I’m going to forward your idea to our product development team and see if we can get it implemented.” they say “the software is working as designed.” Reason for choosing Avalara There are no alternatives that I am aware of for use with Epicor Eclipse. Review Source Response from Avalara October 2, 2019 Thank you for sharing about your experience using CertCapture. From what you wrote, we recognize that there are things that have gone well and areas that need improvement. We would appreciate an opportunity to learn more about your experience. If you're open to a conversation, please contact customercare@avalara.com. KR Kelsey R. Tax Manager Luxury Goods & Jewelry Used the software for: 2+ years ### "If everything is set up & you don't need any additional support, Avalara is great. Otherwise, look elsewhere" April 2, 2024 2.0 If you have no backfilings that you need to do and you know everything will be set up correctly from the get go then sure, go with them. But otherwise stay far, far away. I was not the one who implemented Avalara, I took it over and have not been pleased with our overall experience. I also find their prices quite high, though I have nothing to compare it to. The combination of their chaotic emailing, lack of support with our new account manager, and their high prices are definitely making us lean towards taking our business elsewhere. Pros Their website is very easy to navigate, also love that they have right on the dashboard states that we're coming up on reaching the nexus threshold. Our old account manager was very responsive and helpful, unfortunately our new one is not. Cons Their emailing method is absolute \*insanity\* and extremely confusing because every email response you receive STARTS A WHOLE NEW EMAIL THREAD so if you have multiple projects going on it is nearly impossible to keep things straight. I literally had to make a spreadsheet one time when we had multiple backfilings going on because it was incredibly chaotic and stressful. Their website seems to regularly go down or will just have 1 page that isn't working which is incredibly frustrating. Their state registration fees are massive and you basically have to provide them ALL the information they'll be using to file with the state anyway. Save yourself the money and do it yourself. Review Source Response from Avalara April 8, 2024 Kelsey, thank you for taking the time to share your feedback with us. We’re committed to offering our customers a reliable and easy-to-use solution, and we’re sorry if we missed the mark in your case. If you’re open to a conversation, we’d like to learn more about your specific experience and how we can improve. Please contact our team at customercare@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. Shu S. CEO Retail Used the software for: Less than 6 months ### "Customer support almost non existent, got screwed the very first month, nightmare transition" February 24, 2021 4.0 Terrible. Customer support is non-existent. Pros Technology and software seems pretty solid so far. Cons I don't trust people at Avalara. We went live on 1/1/2021 and they processed returns for non-SST states for the month of January but they did NOT process returns for SST states for the month of January. Wait. What? How does it make any sense? They said my SST service starts on 2/1/2021 and not on 1/1/2021 (but somehow non-SST state service starts on 1//1/2021?!). How does it make any sense when we went live on 1/1/2021. The sales reps rushed to sign me up in December so I can start my service at the beginning of the year. They never mentioned anything about my service not starting until 2/1/2021. When I contacted them about why they haven't filed returns for SST states, they were extremely slow in their response. Customer support is terrible. I don't recommend it. They said they can still back file January returns but they would charge me $250 per state. That's $6,000 for 24 states. If you aren't willing to pay this extra fee in the first month of service, don't bother going with Avalara. I don't recommend it. Switched from [TaxCloud](https://www.capterra.com/p/119968/TaxCloud/) Technological issues with the software Review Source Response from Avalara March 2, 2021 Shu, 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 with SST are not what we want. If you're open to a conversation, we'd like to learn more about your specific experience and work to assist. You can reach us at customercare@avalara.com, and we're following up with your account manager as well. Sabine D. Finance Manager Sporting Goods Used the software for: 2+ years ### "Watched this company go from great to terrible" April 3, 2018 4.0 Multi district/state tax calculation made easy. Pros Platform is flexible and mapping is intuitive, even for complex tax situations. Easy integration with Magento Enterprise. Cons Reports are difficult to run. Its more complex than it should be to add manual transactions and the UI needs a considerable update. But my biggest complaint has been in the lack of customer service. It has regularly taken WEEKS for our customer service rep to respond to my emails. And when I showed the "Customer Experience Manager" at Avalara the chain of emails that shows it has regularly taken weeks, I get no apology and refuse to honor my request for a new customer service rep to take over my account. They are forcing me to work with a rep who has failed to perform. That is simply unacceptable. I have recommended and installed Avalara, Ava Tax, Ava Reports for several organizations over the past 10 years and initially they were amazing to work with. I feel saddened that I can no longer recommend them due to the decline in their customer service. Review Source BK Bella K. CEO Retail Used the software for: 1-2 years ### "Absolute fraud of a service, costed us thousands in tax penalties " January 3, 2024 1.0 I can't even begin to explain how upset I am with Avalara and the position they put my company in. The program I was enrolled in called Returns for Small Business apparently shut down sometime in November, and our business was never notified. I was completely locked out of my account without any notice. I could not see any data on past returns filled and what was due. I attempted to reach out to multiple people to figure out what had happened and got no clarity. After going through all my account to make sure everything was in order, I discovered that all my returns for the last three quarters of 2023 had been filed with a $0 sales tax liability. The had deducted ALL of my sales as non-taxable. Not only did I have to go back and amend over 50 tax returns, I owed thousands in penalties and late fees. I am disputing all my Avalara invoices during that time as I was paying for a complete fraud of a service. I will also be reporting this as paid tax preparer fraud. Pros Nothing, they are way better options out there. Cons Horrible customer service, and I would not trust them to file returns for you. Review Source Response from Avalara January 12, 2024 Bella, thank you for taking the time to bring this to our attention. We anticipated the discontinuation of RSB to be a big transition for users, and so our team worked hard to properly communicate and offer alternatives to our customers. We'd like the opportunity to look into your account so that we can help resolve any issues that arose with this change. Please reach out to us at customercare@avalara.com. VR Verified Reviewer President Printing Used the software for: 6-12 months ### "Run away!" September 23, 2022 3.0 A total nightmare. If I had a time machine, I would go back to the day before I signed up with Avalara and push myself off a cliff. I would be much better off. Pros Once everything is set up, the service performs its basic (and very important) task: it files accurate, timely sales tax reports. If you love having lots of zoom meetings, you'll love Avalara. Nothing gets done without several video calls. Cons If you ever encounter a problem (and we encountered MANY), do not count on anyone taking responsibility for the issues, or being able to fix them. Avalara's employees are hopelessly "siloed" ... sales does their thing and passes you off to implementation, who then leaves you in the hands of an account rep. In our case, none of these people did their job correctly, and they do not work together well. The sales team sold us a solution that wasn't feasible. The implementation specialist wreaked havoc in our account, and we haven't yet found out what the account rep is good for. Thankfully, there is a team of skilled, hard-working people overseas who do the actual filing. If you can break through the domestic veneer and reach the people who actually develop and run the solution, you'll find efficiency and accuracy that hasn't trickled back up to the customer-facing incompetents you'll deal with on a daily basis. Review Source Response from Avalara October 7, 2022 Thank you for taking the time to write and bring your experience to our attention. The frustrations you've described are not what we want. If you're open to a conversation, we'd like to learn more about your specific experience and how we can improve. Please contact us at customercare@avalara.com. ES Elizabeth S. Accounting Chemicals Used the software for: 2+ years ### "Expensive, consider all options" March 23, 2023 4.0 Pros The ease of entering, return submission, and access of the final return. Cons That EVERYTHING is a cost and nothing is all encompassing. From the customer service to the number of transactions/returns you have, each on eis a cost and it's not cheap Reason for choosing Avalara Time crunch to get software in place Review Source Response from Avalara March 24, 2023 Hi Elizabeth, thanks for sharing your feedback with us. We are happy to know our solution is working well, though we apologize if pricing expectations were not clearly expressed. We'd like to learn more about your experience to avoid any recurrences. Please contact customercare@avalara.com if you're open to 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. Talk to a Capterra advisor for free and get results within 15 minutes.