CATASTROPHIC FAILURES IN EVERY WAY POSSIBLE -
December 11, 2021

CATASTROPHIC FAILURES IN EVERY WAY POSSIBLE -

GLENN HOOD | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Modules Used

  • AvaTax

Overall Satisfaction with Avalara

We were contacted by Avalara in April 2020, and they were to supply VAT numbers for European countries where we held stock with Amazon. It had become apparent that filing was not an easy task. Having no experience, we were assured that their full support would be given to us, and the process would be seamless. Having suffered a stroke, I immediately paid the £5028 they asked for filing back-dated and current VAT, and as an Amazon seller, we needed the VAT numbers in 16 weeks to allow our continued use of the Amazon site. We were happy with the ever growing 150,00 sales which we were taking. No VAT numbers were ever forthcoming! Amazon European sites shut down one after the other, even after begging for help.. The documentation we requested was sent up to 6 times. Our one account manager? what account manager. 19 months and 366 emails later we have been refunded our £5028 Business now in administration, al large part of this due to the £150,000 are not now taking in Europe, personally out of pocket by over £250,000 pounds, life ruined... It takes forever to get a reply from Avalara however I seem to be able to get a reply to negative reviews left within the hour. Avalara is not the right choice for any small business in the UK. It's in shambles, unprofessional, non caring organisation... [In my opinion] their duty of care is nonexistent, I’m sick of hearing "sorry", " we understand" because [in my experience] really they don’t! I have reached out to the directors, board members and senior management, as I would personally like compensating for there catastrophic failures, and the position they have left me in, legally I am sure they will say I have no recourse. Morally ? I will let everyone make their own mind up. You may be interested and should really take a look on other review sites, before handing over anything to these guys.

Pros

  • [In my opinion] nothing.
  • Absolutely nothing.
  • [I feel that they] failed at every level.
  • Sending emails we have 366.
  • Apologies after the fact.
  • Senior management ignoring my reach ours.
  • Not so senior management ignoring even more reach outs.
  • Great at replying to negative feedback.

Cons

  • Get new directors in Europe ( 1 is a director of 42 companies as of this morning)... one is based in the USA.
  • Do what they say they will do.
  • Take a look at the reviews elsewhere and speed things up.

Do you think Avalara delivers good value for the price?

No

Are you happy with Avalara's feature set?

No

Did Avalara live up to sales and marketing promises?

No

Did implementation of Avalara go as expected?

No

Would you buy Avalara again?

No

  • Business collapse due to catastrophic failures that were [in my opinion] due mainly to Avalara.
  • Couldn't even log on to their portal despite numerous requests and promises.
[In my experience] impossible.
[In my experience] they failed at every level, total incompetence.
  • Avalara Returns
Again [I feel that] absolutely nothing was done for us.
WELL SUITED - ABSOLUTELY NOTHING COMES TO MIND OTHER THAN THERE GOOD AY SENDING EMAILS AND LOOSING PAPER WORK TIME AFTER TIME,, THEY ARE ALSO GOOD AT REPLYING TO NEGATIVE REVIEWS

NOT WELL SUITED - EVERYTHING IN MY CASE.

Avalara Feature Ratings

Type of tax
1.0
Sales and Use Taxes
Not Rated
Cross-border Taxes
1
VAT / GST Taxes
1
Energy and Fuel Taxes
Not Rated
Tax Reporting & Compliance
1.0
Geolocation for Tax Assessment
1
3rd-Party Software Integrations
Not Rated
Tax Data Reporting
1
Compliance Administration Management
1
Tax Exemption Processing
Not Rated
Tax Document Management
1
Complex Tax Scenario Management
Not Rated

Comments

  • Bobby Sands | TrustRadius Reviewer
    Bobby Sands
    (Vendor Representative) commented 3 years ago
    Hi Glenn, thank you for bringing this to our attention again. As we responded to you on your other reviews, we are sorry to read about the frustrations you've experienced. We see a refund has been issued to you, and you've been in detailed communication with us at customercareeurope@avalara.com. Please continue this conversation with us there so we can keep working towards solutions for you.
    • GLENN HOOD | TrustRadius Reviewer
      GLENN HOOD
      commented 3 years ago
      Hi Bobby, Well I am told by Avalara Europe my "detailed communication" is to quote "" will be taken up to our leadership and legal teams for their analysis. "" I eagerly await there response, and what duty of care and moral standards they have in place for instances like I have found myself in due to failures of Avalara. A zoom call sooner rather than later with yourself, Alesia Pinney (UK Director) and Courtney Wendle Stevenson would be much appreciated. Time to suit you all. Glenn Hood
      • Bobby Sands | TrustRadius Reviewer
        Bobby Sands
        commented 3 years ago
        Thank you for following up. As we’ve communicated with you directly after receiving your reviews on several platforms, we are sorry for the challenges and frustration you’ve experienced. We are already in communication with you directly. Should you like to discuss this matter further, please follow up with us accordingly.

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