Avalara Europe Reviews 489

I try to become a customer for several months now but without any success. My contact doesn´t answer. And also if I call the standard number for everyone the contacts say that they will call me back. But I never got a call. How can I become a customer of yours to use Avatax?

Merve Hanım was of immense help. Thank you

Quick response and great walk thru with support

I have a lettre from Spanish Tax Office ,I transfered it to AVALARA and Iris replied kindly ,helped and solved trouble.I thank you her.

Very mixed experience with Avalara.
On the one hand we're very dissatisfied wit the way the process has been going. The product is being sold as "very easy to set-up and implement", but once started, it's clear that the process takes a lot of time and an extreme amount of administration.
On the other hand, we had a very good experience with Dunja and Gareth, who really helped us to get things moving and really listened to our concerns. Luckily they were there to soften the pain.

Iris was responding fast. She knew what she is talking about. And found quick solutions.

Such a shame....great experience during the sales process. Had a demo with a very knowledgeable lady and was keen to get going with their offering. Appreciated the Account Manager i was working with wanted to get my order over the line ASAP so was very efficient with answers to my questions, but also backed off when i told him i wouldn't be able to sign that quickly due to delays on my end.
After signing, that is where it went wrong. You aren't given any kind of 'welcome' or any links or guidance to onboarding docs to work through. You have to wait 4 - 6 weeks to get an implementation consultant assigned to you. So you are essentially sat there with a product you are paying for but can't start setting up or testing. To add to the frustration, my sandbox was not provisioned correctly so i couldn't even have a bash and getting things configured. I flagged this to them 1.5 weeks after signing - and now, 4 weeks on from then, it still hasn't been resolved. I have chased pretty much daily. I rarely get an acknowledgment back. Support and communication seems to be non-existent. I am nervous that we have made the wrong choice in our tax compliance solution based on the service i have received so far. I really hope it gets better.

Recently, we were fortunate enough to experience service from Pete at Avalara Emea Support, and it's an understatement to say he impressed us. In a world where exceptional service often goes unnoticed, Pete's extraordinary dedication not only compels us to write this review but also shines brightly as a beacon of excellence deserving of the highest praise.
Our journey began with a complicated issue regarding our UK Corrective VAT returns sent to Amazon around the end of September 2023. As Avalara is Amazon's service partner for VAT declarations, we were entangled in a lengthy process filled with waiting, creating numerous cases with Amazon, only to be met with the standard response that our issue was "under process."
In an attempt to seek resolution, we directly contacted Avalara's customer support at the beginning of January. While the team was helpful in forwarding our issue to the relevant department, it was met with still waiting two additional weeks. Our frustration was mounting until we made another call to Avalara's customer support center, which, fortunately, was answered by Pete.
Pete was a beacon of hope in our stressful situation. He exhibited exceptional listening skills, a sharp analytical mind to understand the complexities of our case, and a resourceful approach to identify where and why our issue was stalled. His in-depth knowledge of the process and the right contacts to escalate our issue was impressive. Remarkably, on the same day Pete took over our case, the corrective returns were filed, resolving a 16-week long saga of frustration and non-resolution on our end.
Pete's dedication to customer satisfaction, combined with his timely and resourceful issue management, stands as a testament to the high-quality customer service management Avalara prides itself on. It's clear that Avalara's strength is significantly enhanced by having individuals like Pete on their team. His commitment not only resolved our pressing issue but also left a lasting impression of Avalara as a company that truly values its clients.
In our line of work, time is a luxury, and writing appraisals like this is not something we can often afford. However, the exceptional service provided by Pete compelled us to make an exception. Employees like him are invaluable, elevating a company's worth by significantly enhancing customer satisfaction. We extend our deepest gratitude to Pete for his impeccable service and thank Avalara for having such a dedicated individual on their team.

I called Iris with an issue logging in. Iris managed to fix this issue within minutes. Very professional and fast repsonse.

Terrible experience. We were misadvised from the outset which resulted in us being unable to reclaim €1000s in EU VAT. Further, the advice that we were provided with meant that our EU VAT returns would always be a null (empty) return. Had we been told this at the start, it goes without saying that we would not have agreed to pay nearly £400 every quarter for Avalara to simply send in an empty file that required no checking or other work on their part. The Sales Team had promised us a personal account manager but none was provided. When we insisted on speaking with somebody to discuss the numerous issues with the service all we received was a single Skype call with a person who was based in India and obviously had no expertise in the subject matter. On top of that she completely misunderstood our issues even though we had provided them numerous times in writing. Then when we questioned the validity of the initial advice that we had been given, suddenly we were stone-walled with a "we do not provide tax advice" line even though the Sales Team had requested detailed information from us at the outset and provided specific advice for our situation which we followed. If you are considering using Avalara, understand this: pre-sale you will be able to speak on the phone with a professional (sales person) in your own country of origin. As soon as they entice you to sign a contract, all semblance of personal service disappears and you are left to correspond via a ticketing system which is poorly managed and serviced off-shore. In our case we raised our complaints in September 2023 and received no meaningful response or resolution at all. When, in January 2024 (nearly 5-months later!) we finally received the telephone call that we had requested from our ‘Account Manager’, it transpired that the call was in fact from Avalara’s Sales Team and they were attempting to sell me on the same package that we had already purchased. Embarrassingly bad. Understandable that was the final straw for us and so we provided notice of termination based on breach of contract. Rather than have somebody call us to rectify the situation, Avalara then insisted that in order to cancel, we had to download a form from their website, which - wait for this - first required us to agree to pay all future invoices that they may choose to send. In summary, we found Avalara to be unprofessional, amateur and highly deceptive in their business practices. Our advice would be to avoid at all costs. To date we have requested Avalara contact multiple times to us to discuss our issues and find a mutually agreeable resolution, but no response has been received.

Thank you Adrienn for your great support!

Even though we had so many issues not related to our last case but we were lucky to be assisted by Adrienn. He helped us resolve the issue in a timely manner. Was easy to communicate and immediately understood the issue.

We use Avalara for our European VAT reports and filings. We ran into some challenges initially with VAT registration delays due to government bureaucracy, but with the help of a senior product leader (Merlin Iles-Jonas), the challenges were resolved, our trust in Avalara was restored, and we are feeling confident about our future with Avalara as an ongoing business partner. I can't thank Merlin enough for his one-on-one help and explanations!

I needed help and Tenh from Avalara did an amazing job helping me and solving the problem that I had.

Thank you Tenh

Irem Kursun Dagasan, thank you very much for your support in the installation of e-ledger programs in October. In the 3 years we worked, She always had a positive and solution-oriented approach.

It has been a painful process to work with Avalara EMEA team. We are trying to get a Polish VAT registered from June 2023. Here we are... Dec 2023. No result.
I have been on call to their customer support for more than 30 times over the past few months. It turned out that the application was rejected a week after submission to Polish authorities where Avalara received the messages but their registration team was not informed until November when I flagged that this was delayed and abnormal and then Avalara team has started to investigation on the case. Avalara team promised to re-submit this however this was never on their escalation plan. I highly doubt the professionalism of this business. Just waste of time dealing with this business.

When it works, it works well.

If you have deviations, the wheels absolutely fall off.

I have had several instances where I have had typical refunds/returns from customers. Nothing unusual - just people bringing stuff back. Avalara repeatedly ignores the credit and keeps remitting a tax that is not due.

When I reached out to them, the assured me they would "manually" handle my taxes until the credit was used. This has not happened.

To add insult to financial injury, for MANY weeks, if you replied to a help desk ticket that instructed you to reply to it as needed, you received a bounced email saying your message could not be delivered.

Sadly, it is a necessary evil. Being a small business that ships around the country, I could not keep up with the taxes. But right now I am still chasing over a $1000 credit that they can't figure out how to use.

Having an experienced a problem with the Avalara website, Tenh was assigned to address my query and I quickly had the information I needed to answer my question.