Avalara Europe Reviews 489

Whenever I have a problem into Avalara, I raised a ticket and ask Joost or Lloyd for support.
They are very professional and competent.
It is really a great pleasure to work with them: they don't hesitate to set up a call when the issue needs to be solved urgently.
All the issues were resolved.
Thank you for all!

Irem Kursun Dagasan is a perfect problem solver. I had an issue and sent many times e-mail to another person who did not reply me and one of my collegue reach Irem directly and she also took my ticket on her and solve my problem in so short time. Her attitude, knowledge and problem solving skills are pretty high. At the same time she knows how to make calm the client.

Many thanks,
Nazli Nur Ulker

I am very satisfated with one of your workes Dale, that has been very hopeful with my requests.
Thank you very much Dale:)

Tenh was attentive, and prompt in acting on my query to resolve it in a timely manner.

Avalara is a good service for managing sales tax calculations and filings in the US, it saves a lot of headache for the in-house tax teams. My only concern is that the departments within Avalara are often miscoordinated and one group does not know what the other group is doing. We were lucky to have a great account manager though - Sam Skae, he helped us a lot with our requests.

Tenh promptly acted and solved our issue at hand. Thank you!

We only get service when I have a 1-star review posted. I posted an honest but terrible review in April 2023. At that time, Avalara jumped on it and they were responsive for a month until I updated my review to 4 stars and paid for upgraded premium service. Once the review was updated, they stopped being responsive again. No response from the account manager. No response on the VAT portal. My tickets kept getting deleted before anyone contacted me about it.
Sometimes they file the transactions I submit. Sometimes they don't and we get a tax notice down the road with penalties for late filing, despite having submitted the information to Avalara to file.
If you only do business in the US, then AvaTax is a pretty good product. If you do business globally, I would highly recommend you find ANY other service provider. Avalara can't integrate with Shopify outside of the US, so reporting is a challenge. We work around it using HubSpot.
In September 2023, I tried to access our premium service that we purchased in April 2023. They responded that they hadn't set it up yet. That's five months that we'd paid for upgraded service and received nothing. In November and they still had not responded about setting up the premium service or refunding our payments.

In November after posting the above review, service improved significantly. I had a video call with my account manager and the VAT account manager. They were finally switching us over to premium service, and they were working to resolve the outstanding issues through the transition. Communication improved briefly.

Things went horrifically sideways after that. The premium team was more responsive but gave us incorrect filing advice and then refused to give any advice, leaving me with no direction on how to provide new OSS filing data to them. We decided to cancel all services with Avalara in April 2024 when they invoiced us for another year of premium service after only having had it since December. We did not consent to renewal and reached out to immediately cancel. Suddenly they were unresponsive again. It took months for us to get ahold of anyone to complete the cancellation despite having multiple support tickets and emailing our account manager directly. No one was responding. Then they told me to contact a cancellation email address that was no longer monitored. Eventually, I think it was in June, we made contact with the account manager. They completed termination of all Avalara services over a Zoom call in which we completed the cancellation form together and I was advised that May 2024 would be our last month where Avalara would file for us in our registered countries. We were due a refund for 2023 where they had charged us for a service they never provided. I insisted that they refund this immediately. The account manager said that it might take a while because their accounting team was backed up.
It is now August 1st, 2024. I just received a message from Avalara that they filed NIL for our June VAT returns when they did not have permission to do so past May. I immediately reached out to them again to insist that they cease and desist. We already have a new tax advisor handling our accounts and Avalara is making a mess of everything. They replied that I need to complete the cancelation form again. I am feeling some kind of way about this.

None of their team members talk to any of the others so nobody knows what's going on over there. You will get a different answer from everyone you speak with. I have had to forward emails from them, back to them, because they don't have a record of it.

Months after we have fired them, they still won't go away and still have not issued our refund.

*** Edit Oct 29, 2024:
They sent us another invoice and have not honored the reimbursement. They are telling me that the subscription is still active until I complete the cancellation form. I've already done that twice. If you get tangled up with Avalara, expect it to be nearly impossible to leave.

The problem took 3 working days to resolve. Pleased with the interactive video calls. Both consultant and I worked together in a logical method.

I needed help with my Swiss Vat registration and Gareth has been superb. Extremely helpful, said he would call back and did so promptly with all the answers.
Many thanks to you Gareth.

Dale provided a fantastic support and all my concerns have been solved.

I would like to thank specifically to Irem Kursun Dagasan for her support during our electronic ledger submission in a critical deadline. Even though we worked for the first time and she took over the project before completion, she was very professional, very supportive and always ready to go for extra mile. I can sincerely say she made the difference.

Quick and great support. A big thanks to Vini who helped me with an urgent matter.

Iris answered my questions in a professional and detailed manner and helped me resolve an issue I had with filing my returns with HMRC. Very pleasant and friendly communication.

From the moment I engaged with Avalara, I knew I was in capable hands. Their team is the epitome of professionalism, always ready to assist and guide me through the labyrinthine world of taxation.

Customer Service:
I have to give a special shoutout to Pete, who has been nothing short of exceptional. Despite initial hiccups, he took the time to understand my unique needs and worked diligently to resolve all issues. His prompt and courteous service turned a stressful situation into a manageable one, restoring my faith in Avalara's customer support.

Efficiency:
Avalara's filing team is a well-oiled machine. They managed to expedite my German Annual VAT Returns for multiple years, ensuring that I am fully compliant. Their efficiency has saved me countless hours that I can now invest back into growing my business.

Transparency:
What sets Avalara apart is their commitment to transparency. I was kept in the loop throughout the entire process, receiving timely updates and submission receipts. This level of communication is rare and highly appreciated.

Final Thoughts:
If you're looking for a reliable, efficient, and customer-centric tax service, look no further than Avalara. They have not only met but exceeded my expectations, turning me into a loyal customer for years to come. Thank you, Avalara, for setting the gold standard in tax services!

Again Iris was kind and clear to me.
Prompt reply, very satisfied
Luca

Iris, from Avalara Customer Support, has been extremely helpful and really assisted me through many questions to ensure everything got resolved. I appreciate the service we received.

Do not use their VAT services for amazon sellers. I imported goods into the EU from the UK and needed to submit additional import documents. Rather than me simply sending these documents to Avalara to handle they expected me to download an extremely long excel document and put the data in myself. I am not a VAT or accounting expert. This is the service I am paying for. Shocking. If you want to remove anxiety for this type of process then stay clear of this company.

The customer service is really disastrous. We have been trying to contact an employee for months, even though we pay for this service. I really recommend spending a little more money here and working with a proper service provider, otherwise you will pay double and triple here!

maybe it is now possible that an employee contacts me

Tenh - Was able to help us resolve a technical issue we were having with one of our registration tasks that was going nowhere. Tenh kept reminding me to try different solutions when I got busy. Tenh was persistent in making sure our issue was resolved.

We worked (over a few sessions) with Tenh, who was friendly, knowledgeable and patient. We're really pleased with what we've done and what we've learnt.