# Avalara Reviews 2026. Verified Reviews, Pros & Cons | Capterra > 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: https://www.capterra.com/p/75673/AvaTax/reviews --- 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 June 1st, 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 JC Joseph C Tax DirectorTelecommunications, 501 - 1,000 employeesUsed the software for: More than 2 years. “Customer support stinks, and migrations, implementations, cause a huge problem and strain our relationship with Avalara regularly to the point that we have a number of other tax solutions winning the bid in newly acquired entities and migrations because Avalara is not reliable in this area. “ June 27, 2024 ## 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. DS DeAnna S. Accountant Wholesale Used the software for: 2+ years ### "Great Resource and Saves Time" February 13, 2025 4.0 Overall, it have been good. There isn't any other software that does what they do as good as them. The TTRUS is the best and an amazing resource. I just think the support is lacking a little to get a straight answer on more difficult questions. Pros They file the returns for you. Saves lots of time to focus on more analysis. Upload tool is easy to use. Cons 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. There are alot of reports that do about the same thing just maybe a little tweek so sometimes trying to find the right one is hard. Alternatives considered [Vertex](https://www.capterra.com/p/160387/Vertex-SMB/) Reason for choosing Avalara The Certificate Management was more advanced. Review Source Response from Avalara February 21, 2025 Thanks for the review, DeAnna! We work hard to deliver a seamless solution and we're glad your team is benefitting. 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 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 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. CW Carolyn W. President Arts and Crafts Used the software for: 6-12 months ### "A company that looks good, but doesn't produce results." October 30, 2023 2.0 From the very beginning, it was frustrating. They give you hours of classes that are supposed to help you set it up. But it didn't apply to my website. After several weeks, I finally got someone to look at it and set it up. It was nothing like the videos. It never did work properly. I ended up paying the taxes instead of the customer and it charged too much in taxes, I'm surprised my customers didn't complain. It was way overpriced compared to another tax program I am using on another website that worked perfectly from the beginning. Avalara should not have sold this product to me since the connecter to Restrict Content Pro did not work properly. They blamed RCP, but they shouldn't have sold it because it didn't work. Pros From the outside, they look very professional. They are eager to get sales, but everything was a hassle after signing up. Cons Too expensive. Too hard to get help. My connector never worked even after 9 months of trying back and forth with Restrict Content Pro and Avalara. No one seemed to know how to fix the problem, but I kept paying a very high price and getting bad results. Reason for choosing Avalara I didn't have a choice. The only connector Restrict Content Pro uses is Avatax. Restrict kept telling me they were looking into it and would get back to me, but after 9 months they still had no answers. If you do not cancel Avatax within 3 months of it expiring, you have to pay another whole year. I didn't want to pay for another year with really bad results. Canceling was also a hassle because my account manager wouldn't get back to me even though I called and emailed him. It says you have to send a written notice of cancellation. When I called and asked where to send this written notice, they wouldn't give me an address. They said I had to contact my account manager. I said I tried to contact him, but after a week of waiting, I got no response. She said she would send something to him to contact me. I ended up doing their online help and the person told me to go to a page on the site and cancel my membership. I didn't want to cancel, I just didn't want to renew. I ended up canceling, and they charged me for the remaining three months all at once. Switched from [Quaderno](https://www.capterra.com/p/206395/Quaderno/) Avatax didn't work with Restrict Content Pro. Quaderno works perfectly with Easy Digital Downloads and is easy to set up with no issues and is very reasonably priced. Review Source Response from Avalara November 9, 2023 Carolyn, thank you for taking the time to share your experience using Avalara, though it's not at all the type we aim to deliver. We apologize for the frustration you experienced with getting your products set up and getting timely responses from our team. We understand you've decided to cancel, but would like to learn more details about your experience so that we may look into the issue. If you're open to sharing more, please contact us at customercare@avalara.com. CP Connor P. Controller Printing Used the software for: Less than 6 months ### "Service is Nonexistent - Broken Software" February 16, 2022 1.0 Since they charged me over $7,000 dollars for a product that never worked - zero benefits. I would never recommend this company. Avalara has had a history of terrible customer service but from recent reviews, that had seemed to change. It hasn't. If you encounter issues, be prepared to suffer through basic IT troubleshooting multiple times before your issue isn't resolved. Pros Avalara could never get the connector to work to use the software. But the online interface seemed like it would have been useful had Avalara gotten their software to work with QuickBooks. Cons The implementation process was miserable. From day one, I received a nondescript error that was simply a large red question mark in a dialogue box from the QuickBooks Connector. The application would also attempt to open a hundred windows while using QuickBooks. Three separate engineers walked me through the exact same troubleshooting - uninstall, reinstall, change permissions, restart computer, etc. All concluded "huh, that's weird!" It took nearly five months of effort to get that response continuously and escalated to development. Then the whole team fell silent about the issue. So I cancelled the implementation. Then, Avalara decides to bill me almost $5,000 for tax returns filing and support services when they couldn't even get their own products and services to work. It is even against their terms of service but the billing department doesn't care. It is extremely unscrupulous to even bill for services that were never rendered and could never have been rendered. Alternatives considered [Sovos](https://www.capterra.com/p/163421/Sovos-Sales-Tax/)[TaxJar](https://www.capterra.com/p/163419/TaxJar/) Reason for choosing Avalara I went against my better judgement knowing that Avalara has a history of poor service. But they are supposed to be an industry leader in compliance and I needed a good solution. I was proven correct on one account and wrong on the other. Review Source Response from Avalara February 17, 2022 Connor, thank you for sharing your experience using Avalara. 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. We'd like to learn more about your specific experience with QuickBooks and how we can improve. Please contact us at customercare@avalara.com if you're open to a conversation. 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. ES Emilie S. Accounts Receivable Wholesale Used the software for: 2+ years ### "Accounts Receivable " January 28, 2025 5.0 No issues, very informative and answers any questions you might have Pros Very easy to use, also recognizes companies that tax exempt, i.e freight forwarders. Cons Does not automatically delete expires certificates. Review Source Response from Avalara January 29, 2025 Thanks for sharing your feedback, Emilie! We are happy to serve your team! 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. TA Tom A. Director of Finance and HR Marketing and Advertising Used the software for: 6-12 months ### "Horrible Product. Horrible Service." August 9, 2024 1.0 Absolutely the worst company I've ever worked with. Avoid Avalara at all costs. Pros What they said they would deliver, until it was obvious that they wouldn't. Cons First, the product: AvaTax doesn't work well. Avalara clearly doesn't care about maintaining an excellent product with their QBO integration. We had tax calculations change after we sent the invoice to a client, even though we didn't change anything on the invoice. Most recently, Avalara has failed to support an update the QBO rolled out, and now tax calculations tax 3-5 minutes to calculate... what a huge waste of time? You want to create an invoice, and then send it to your customer, right? Nope, create that invoice... sit around for 3-5 minutes, make sure the sales tax shows up, then send it. Absolutely horrible. Next, the service: Avalara's support is the worst I've experienced, of any company, ever. We paid for a higher level of support, and we were assigned an Account Manager. Our Avalara Account Manager will not respond to me unless I send at least 3 emails. Average response time is 8 days. Technical support is worthless as well. They just tell you what you already can see in the AvaTax dashboard and will not help you find meaningful answers. If your ticket gets escalated, be prepared to spend 4-5 hours showing Avalara how you QA'd their product and found their bug, and then once you've proven to them, multiple times, that the bug exists, they might just fix it. Finally, the price: Avalara will automatically upgrade you to higher usage tiers without your permission. They will charge exorbitant "Upgrade Fees". Because their QBO integration is so bad, you end up having to use 3x the usage you expected, which then costs you 3x what you expected. We literally paid more because their product was worse than expected. Review Source Response from Avalara August 23, 2024 Tom, we appreciate you sharing your concerns with us here, as well as other review sites. We sincerely apologize for the frustration you've experienced and we understand our team has since been in communication with you regarding a resolution. We remain committed to supporting you and we look forward to resolving and improving your experience. 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. 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. 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. KD Kim D. VP of Finance Retail Used the software for: 1-2 years ### "Avalara Review" June 27, 2024 4.0 Overall it is a good product. They have a variety Pros The products are easy to use. We have had good luck with most. Cons Customer Service is lacking when we need assistance. Review Source Response from Avalara July 8, 2024 Hi Kim, we appreciate your feedback! We are glad the products are user-friendly. WE are continuously working to improve our customer support experience and we appreciate your insight. AJ Antonio J. managing Partner Hospitality Used the software for: 6-12 months ### "Horrible Customer service and Lack of Communication! " November 1, 2022 1.0 I paid upfront and never got set up with their service. I sent over all the information and I got the email that we were all set. One month later an email from My Tax Lodge is sent and it goes to my junk folder about my LLC not being recognized. I only received one email! No Phone call of any other form of Communication! I find out in September 2022 that I was not set up! I call and ask why was I not notified? After No one knowing what was going on I find out that the account was never set up due to a comptroller error and Avalara could not set up the account to pay my tax! I get very upset because I was not called since this was very important since I did not even know about this error. I got one email and the representative response was that was the only form of response Avalara sends out! I explained that for what I paid I would have expected a phone call! I fired Avalara and got a refund. However, they still keep charging me the monthly fee and they are refusing to refund me in full! Stay Away from Avalara! Pros Horrible integration and no support! No Pros on my part stay away! Cons Do not Hire This company Horrible customer service and they will take your money and not refund it in full! Reason for choosing Avalara I was recommended to them from Evolve my hosting site. Review Source Response from Avalara November 14, 2022 Hi Antonio, thanks for bringing this to our attention again. As we responded on your other review, we are sorry for the frustration and would like to help resolve these issues. Please contact us at customercare@avalara.com. CG Cassandra G. IT Applications Manager Apparel & Fashion Used the software for: 2+ years ### "Best Solution and Partner we have" October 8, 2019 5.0 Avalara is such a great company overall to work with. Specifically since we started using Avalara for our tax processing, we've had some setbacks in getting our invoicing in the ERP system we use to process at a rate that was sustainable. The Avalara tax calculation software add-on in our ERP system was what was causing the slowness, and thanks to Avalara's constant engagement and support, within 6 months of kicking off a new development project with their software partners for this add-on, we completed development, testing, and went live with a rapid invoice generation tool. Just one example of how great their support of customers is. Pros Avalara is invested in the success of their customers. Every time there is an issue with the software (which is incredibly rare) they let us know something is wrong before we even report odd behavior. When we have technical issues that can't be resolved through standard support, they quickly engage and facilitate developers to get things fixed as fast as possible. Even if there are billing problems, we get stellar support in resolving them. Though we have had such a great experience working with Avalara, even when there are these various types of expected issues along the way, they are always there 110% to make our experience enjoyable. We couldn't ask for a better partner. Cons Due to the ERP solution we use, there are times when the Avalara add-on functionality is a bit cumbersome. Avalara is aware of this and does what they can to accommodate the needs of their customers despite software setbacks caused by our other solutions. It is a notable con, but not even really their fault. Review Source Response from Avalara October 11, 2019 Cassandra, thank you for sharing about your experience with Avalara, we're happy to hear it's been positive. We are committed to offering a reliable and easy-to-use solution, and we look forward to continuing to serve you. 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. ## 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.