Kintsugi vs Avalara vs Vertex: Which Sales Tax Solution Truly Delivers?

As an entrepreneur, you are already swamped with work -- from inventory, managing people, and sales to executing every marketing strategy to grow your business. And you play your role well because you want to be on top of your game.

However, just when you think everything is okay, tax season arrives. And it hits you; you realize you will need to spend extra hours to deal with the ever-changing tax rates, confusing regulations, and complex filing process. However, a special occasion is coming up, and you can't afford to miss it.

"Is there a way to automate sales tax filing and save me from this monthly torture?" you asked yourself.

Of course, there is. In fact, more and more E-commerce and SaaS businesses are turning to sales tax automation providers due to increasing complexities in tax regulations. It's estimated that a substantial percentage of medium to large e-commerce businesses use some form of sales tax automation to streamline their operations and reduce the risk of non-compliance.

If you want to automate your sales tax, here are the top choices -- Avalara, Vertex, and Kintsugi. In the next section, I'll introduce you to them to help you decide which among the three is the best.

Support: The Lifeline Every Business Needs

Avalara and Vertex are among the popular sales tax automation providers because both have been around for decades. While both deliver what they promise -- automate sales tax-- they aren't the best in the field, and you will understand in the next sections.

A study by G2 Crowd revealed that 68% of users of popular tax software reported dissatisfaction with support and unexpected costs. It turns out that some of the Avalara and Vertex customers feel that way.

Avalara's Support Failures

You've been there—stuck in a sales tax confusion, urgently needing support. It's incredibly frustrating.

Debbie B., a software industry CFO, had a similar experience with Avalara. She described their support as "incredibly poor" and shared how she waited three weeks just for a simple quote.

In her words, "The support and account management is awful. We paid for professional services that they were unable to complete".

The kicker? She paid for those "professional" services.

A recent poll showed that 54% of Avalara users encountered long response times or ineffective support solutions, resulting in compliance delays and stress.

But Avalara isn’t the only one dropping the ball. Vertex users are facing similar woes. One user bluntly stated, "Not the Best," complaining about inconsistent follow-up and multiple people handling their case without resolution.

Another user warned, "Be afraid. Be very afraid," describing the struggle to contact Vertex's support: "Support can only be reached via email" and "Responsiveness is slow." A total business nightmare.

Kintsugi's Solution: 24/7 Customer Support with TaxGPT and KintsugiIntelligence

Imagine this: It's 9 PM on a Friday, and you're facing a tax issue. Instead of panic, you open Slack and message Kintsugi’s 24/7 support. Within minutes, you're connected with a tax expert who guides you through the problem. No more waiting days or weeks for a response.

With Kintsugi, you get real-time support, ensuring issues are resolved before they snowball into disasters. It's like having a dedicated tax advisor at your fingertips whenever you need them.

Dedicated Slack Support

The reviews we’ve seen clearly show the frustration of both Vertex and Avalara clients regarding support. In contrast, Kintsugi provides dedicated Slack support, ensuring immediate and direct communication when you need it most.

Pricing: The Hidden Costs That Leave You Feeling Cheated

Price is another crucial factor that business owners consider when getting a service provider. Is it worth the money? Or is there a better deal somewhere else?

Avalara, Vertex and Kintsugi have different approaches when it comes to pricing. Avalara and Vertex customers were both unhappy after partnering with them due to the high cost. Some also felt deceived because of their account's unwanted and unapproved upgrade, which led them to pay more than they expected.

Avalara’s Hidden Fees

We’ve all been there—hit with a surprise charge that makes you question everything. Jason B. had a similar shocker with Avalara. He experienced what he called a "fraudulent upgrade" that led to charges exceeding $13,000, even though his annual service typically costs around $2,000.

Unexpected fees can break a budget, especially when you’re already dealing with the complexities of running a business.

Vertex’s Cost and Complexity

Then there's Vertex, which comes with its own set of challenges. One user in a review titled "Vertex 0 Series" pointed out the software's complexity and high cost. They highlighted how difficult it was to change field mappings between SAP and Vertex, calling out both performance issues and pricing concerns.

Hidden costs combined with a steep learning curve? That's a double whammy no one needs.

Kintsugi's Solution: Upfront and Transparent Pricing

Kintsugi believes in transparency—what you see is what you get. No hidden fees no surprise charges. You know precisely what you're paying for from the get-go. Plus, the platform is designed for ease of use, so you won’t find yourself buried in complex configurations or unexpected costs. With Kintsugi, you're not just saving money; you're saving time and sanity.

Kintsugi vs. Avalara: A Pricing Comparison

Unlike Avalara’s restrictive, pre-paid plans, Kintsugi offers a flexible and straightforward pricing model. You pay only for what you need when you need it. 100% of Kintsugi users report clarity in pricing and no hidden fees.

Advanced Features & Integration: Simplifying Tax Compliance

Sales tax automation providers like Avalara, Vertex, and Kintsugi are designed to simplify sales tax compliance. However, while all three have the same goal, not every one of them delivers when it comes to making the whole process smooth for their customers.

Avalara and Vertex's Shortcomings

Avalara and Vertex boast about their advanced features, but when you dig deeper, they often fall short in significant areas.

One of the things that Avalara customers were unhappy with was integration issues. According to Grant R., he was very "disappointed and frustrated" after Avalara failed to integrate with WooCommerce.

"Since integrating Avalara with our WooCommerce website, we have faced nothing but problems, costing us tens of thousands of dollars and an enormous amount of time and resources," he wrote.

Tom A experienced the same integration issues with the accounting software QuickBooks. According to him, "Avalara has failed to support an update the QBO rolled out and now tax calculations [takes] 3-5 minutes to calculate...what a waste of time?"

Meanwhile, Vertex users encountered similar issues. Apparently, the software wasn't really making sales tax compiance easy as what they expected.

One said there was "Lots of extra work involved in sales tax credits and certificates." For Trish, among the things she didn't like about Vertex were "sales tax credit processing, not being able to edit existing certs and no option to choose by country."

Another user said, "The software is clunky." "It's got an outdated user interface and it's fairly expensive. The implementation was fairly laborious," the Vertex user added.

Kintsugi's Solution: Feature-Rich and User-Friendly

Kintsugi isn't just about solving immediate problems—it's about providing a complete, hassle-free tax compliance solution.

Kintsugi offers a user-friendly interface designed with you in mind. There is no steep learning curve or unnecessary complications. It’s built to make your life easier.

Kintsugi customers were very impressed with our onboarding and intuitive user-interface.

"Getting started was a piece of cake," one Kintsugi customer said. "Kintsugi was super easy to set up. It's clear they've invested a ton in good user experience."

Another customer said, Kintsugi is "Much better than Avalara." "Integration process was self-serve and it was easy to navigate and set everything up," the customer added.

Imagine less stress, fewer errors, and more time to focus on what you do best—growing your business. Isn't that everyone wants?

Expert Consultation: When You Need More Than Just Software

Some sales tax automation providers only focus on delivering a tool that works. However, Kintsugi offers more than that. We also ensure every customer is well-attended, from onboarding and integration to other concerns. So, if you need assistance, we can easily connect you to a tax expert or our knowledgeable customer support within minutes to help resolve your issue.

However, Avalara and Vertex struggle in this area.

Avalara and Vertex's Lack of Direct Expertise

Have you ever felt like you needed expert advice but were left to navigate complicated tax laws alone?

One Avalara user even said, "Company should go out of business," describing Avalara's lack of support.

One Vertex user also experienced the same poor customer service. They couldn't connect to a support and it reportedly took weeks to get a response.

"Support case response time is very horrible," the Vertex user said. "Typically, it takes 3 weeks of ping support to get any sort of real answers."

Kintsugi's Solution: A Personal Commitment to Our Customers

Kintsugi isn't just software; it’s a partnership. You get access to real tax experts who can guide you through complex tax scenarios. Need help with a voluntary disclosure agreement? Kintsugi has you covered. It's like having a tax advisor in your corner, ready to step in whenever you need them.

Kintsugi is dedicated to making each and every customer happy. And this is evident based on what our clients say about our service.

"The customer suppor team is top-notch - they helped me set up the app, answered all my questions, and even provided guidance on how to navigate the complex world of sales tax compliance," one customer wrote. "With Kintsugi, I can finally focus on growing my business without worrying about tedious paperwork."

Another customer said, "the support team is always available." "Kintsugi's automated solution has saved me countless hours of time and reduced my stress levels significantly," TechTrove.shop wrote.

Kintsugi: The Clear Choice for Businesses

Avalara and Vertex may have been the go-to options for many businesses in the past, but the reality painted by customer reviews and experiences tells a different story. From inadequate support and hidden fees to system complexities, it's clear that these platforms fall short of meeting the needs of modern businesses. Remember, when software becomes a burden, it's time to seek a better option.

Kintsugi offers a fresh approach—transparent pricing, advanced features, and 24/7 dedicated support. It's not just another piece of software; it's a comprehensive tax compliance partner designed to simplify your business life.

So, if you’re tired of dealing with the pitfalls of Avalara and Vertex, it’s time to explore what Kintsugi has to offer. Why make sales tax compliance harder than it needs to be? With Kintsugi, you gain a partner that ensures compliance, which is one less thing you have to worry about.

So, book a demo now or sign up for free.

Sources

• taxfoundation.org/research/all/federal/tax-gap/
• pymnts.com/news/b2b-payments/2018/g2-crowd-saas-spend-software-procurement/
• trustradius.com/reviews/avalara-2023-01-31-12-34-23
• taxfoundation.org/data/all/state/2021-sales-taxes/