Avalara Europe Anmeldelser 482

Customer support has been extremely disappointing. I opened a ticket and initially received a response, but when I followed up the next morning asking for clarification, I never heard back. It’s now been nearly a week with no response despite multiple follow-ups on the same email thread.

For a platform that handles something as critical as tax compliance, this level of support is unacceptable. When issues come up, you need timely and clear communication, and that hasn’t been the case here.

Representative was efficient, easy to understand and provided options to get us what was needed in a report.

THE ABSOLUTE WORST. Can't cancel. Can't get a response. Can't do anything. No support. Disorganized. Absolute trash business. AVOID AT ALL COSTS.

Patricia, Shan & William have been really helpful with all queries & resolution. Appreciate your support!

Our experience with Avalara has been extremely disappointing.

The biggest issue has been the lack of communication and coordination between teams. One team often seems unaware of what the other team is doing, which has caused confusion, delays, and a lot of unnecessary frustration. We were left chasing updates and answers instead of feeling supported.

We trusted Avalara with our Canada business, and even that was not handled properly. That does not give us any confidence in their ability to manage more complex regions or requirements.

Overall, the service has felt disorganised, unreliable, and far below the standard we expected. Based on our experience, I would not recommend Avalara to businesses that need dependable support and clear communication.

Worst experience of my business career! AVOID AVALARA.

When we started with Avalara, the sales call went great! They promised an easy integration with woocommerce, hours of savings each month and easy onboarding. This could not be further from the truth. First, onboarding was done by someone who did not speak english, after multiple attempts, we requested a new representative, who while spoke english, was foreign and with a HEAVY accent. He was not helpful at all, anything of substance he had to get back to us on, could never answer any questions directly. Once finally onboarded, their plugin broke our website, causing 10s of thousands of dollars in lost sales. Once resolved, we decided to keep trying avalara, however the nightmare was just beginning. We then got a penalty notice from the florida tax office as we filed taxes wrong, the entire reason for avalara is for them to file your sales tax correctly... they then refused to pay the penalty and was completely useless in even helping us respond. We reached out to so many people at avalara for support, nothing, no response. Then our website broke again during a massive sale due to AVATAX plugin, losing at least 30k in sales. We reached out to avalara for support in reenabling the plugin and fixing the issue, they never responded, after reaching out several times, we told them that we where giving a 30 day notice to either fix our account or cancel. They never responded. Now, they refuse to allow us to cancel, stating that we have a 12 month contract, however their terms clearly state that we can cancel if avalara fails to fix a problem after notice. Avalara is by far the worst company I have ever dealt with, not only is their customer service abysmal, their product does not even work and worse yet, their product broke our checkout with no warnings... STAY AWAY

very accurate instructions and troubleshooting steps provided

If you are an Amazon FBA seller, avoid Avalara at all costs. This company took my subscription money until mid-2024 through Amazon VAT Services, meaning it was their absolute, paid duty to file my 2023 Annual German VAT return.

Instead of doing the job they were paid for, when their partnership with Amazon ended, they simply walked away and abandoned my filings without any warning. They left my 2023 annual return completely unfiled.

The result? I just received an official €125 penalty (Verspätungszuschlag) from the German Finanzamt for late submission. On top of that, I had to pay a new tax agency an additional €200 just to retroactively clean up the massive mess Avalara left behind.

They happily collect your monthly fees, completely ignore their legal filing obligations, and leave small businesses to face international tax authorities, enforcement measures, and fines entirely alone. Absolute zero accountability, terrible communication, and highly unethical business practices. Do not trust them with your business.

Avalara carried through a change of address of my business in several countries among which Spain. Now it turns out they gave the Spanish tax authorities the wrong address. Since I'm no longer with Avalara, my new tax advisor needs to correct Avalara's mistake. Avalara has admitted their mistake but they refuse to pay for the cost of the correction, even though they caused these costs to occur. They only offer a refund of the fee I paid them at the time, adding that if I accept, I also accept that they won't pay for anything else. This is unacceptable to me as a matter of principle. Companies need to own their mistakes and offer compensation where it is due.

Update in response to Avalara's reply:

What you're saying is incorrect. I'm not "working on a solution" because Avalara doesn't offer a proper solution. You refuse to pay the cost of correcting your mistake. You only offered a refund of the fee I paid you but not compensation for the extra costs incurred.

I would give zero stars if possible. Avalara reps promised us that we would have everything we needed with their service. We never got what was specifically promised. Our company has spent 100's of business hours trying to make it work, and we were then charged for NO SERVICES RENDERED- still waiting for a full refund since this was an internal issue that we should not be penalized for. We are still going back and forth with Avalara reps, and it has been almost a year. I feel this has been a bait-and-switch situation because they knew our company's specific needs, oversold us, promising we could do everything we needed, and failed to deliver on ANY of those promises. Using Avalara was a VERY EXPENSIVE and time-consuming mistake for our company, and I cannot suggest using them on any level or for any reason. They pass you from department to department, delaying the inevitable and, in turn, pushing you outside the cancellation window, implying it was your fault you didn't cancel earlier, while we were trying to work with the departments respectfully to give them an opportunity to fix the issues that seemed to happen and prove that what we were experiencing was true. We were penalized for being kind and trying to work through the issues. There are many newer companies out there that do the same thing and operate with higher moral standards, and I would suggest using someone else.

really helped us wiht the VAT , great service

I signed a contract with Avalara and paid the invoice on 16 September 2025. Unfortunately, not all costs were disclosed upfront at the point of sale. Additional charges were only explained afterwards, which significantly changed the overall cost and made the service unsuitable for my small business.
When I raised this and requested cancellation, Avalara acknowledged that the full costs had not been made clear and agreed to cancel the contract and issue a full refund, which I appreciated.
However, despite the contract being cancelled and repeated follow-ups, I have been chasing the agreed refund since 20 November 2025, with no resolution to date.
While Avalara accepted responsibility initially, the ongoing delay in processing the refund has been disappointing and time-consuming for a small business.

A full year later and Avalara still can’t register our documents. We’ve been stuck in an endless loop of uploads and rejections with no real solution, no clear instructions, and no accountability. Yet they still want the next yearly payment like everything is fine.

Case: #26436504

Everyone on the team has been very helpful and great at communicating with us. They respond very promptly and provide a great customer experience.

Happy with the quick service provided by Federico :)

Alesha listened to my concern, walked me through the field I missed and we fixed it together. She then made sure that the follow up to the fix was also correct! Excellent Customer Service.

Federico helped us with an issue with the French Tax office. He was very efficient and I am very happy with the support that we received

We were dealing with a difficult situation and growing frustration with the slow pace of service. This is the second time a technical issue—caused by what appears to be a glitch or bug in an older AvaTax version—has brought our invoicing system to a standstill for over a week. The repeated outages and long waits for escalation have been extremely disruptive to our operations, and we remain unhappy with the overall response time Avalara has provided during these incidents.

That said, once we were finally connected with Alesha, everything changed. She was knowledgeable, empathetic, and proactive. More importantly, she resolved the issue within two days of getting involved, after we had already spent more than a week waiting for support. Her responsiveness and clarity helped get us back online and significantly alleviated the stress caused by the outage.

We deeply appreciate Alesha’s professionalism and effectiveness, but we hope Avalara will improve the stability of its systems and the speed of its technical support responses moving forward.

They failed to correctly file our DE VAT while we were with them and now receiving letters from the DE tax authority asking for it to be done. Avalara completely unwilling to take ownership. Unhelpful support too. Never again.
EDIT 17 Nov 25 - Pete from Avalara followed up and helped explain the situation and was helpful. My initial frustration came in a large part from their email support team's unwilling and unhelpful response. The issue isn't resolved following a call I had today, but at least I understand and they took time which the initial responder should have done.

Alesha was AMAZING! Not only did she help me with what I had called about, clearly and kindly with patience, but when I told her I had another issue I didn't think she could help with, she did! She took my unresolvable issue that I was concerned would be a nightmare and made it simple. She taught me ways to use the system and honestly made me feel a hundred times better about switching to Avalara, I was having second thoughts. Give this woman a raise! She is so smart and so helpful!