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Xero

3.54 | 96 reviews
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Xero is a web-based accounting solution with great reviews from users and groups such as Forbes. Specifically developed for small to medium businesses, people seem very appreciative of its responsive customer services department, numerous integrations and double-entry option. Although the mobile apps don’t benefit from the same range of services as the desktop version, Xero is still one of the top accounting tools available today. It’s also quite reasonably priced when compared to other, less accomplished bookkeeping tools.

Positive
60
Mixed
9
Negative
27
trustpilot.com Top reviewer

They say on here that they prefer email based support because “We really want this to be a better experience than waiting on hold and explaining your question to a call centre or various people so I appreciate this feedback”.Trust me, waiting on hold, and explaining the problem to two people is FAR BETTER than…

trustpilot.com Top reviewer

I have now sent 3 email requests for support and, like other customers, have received the standard email stating “We aim to be in touch within 11 hours and 25 minutes.”. It has been over a week since the first request and I have had no response to 2 follow up emails.I have used Xero…

trustpilot.com Top reviewer

Consider alternative platform if managing an e-commerce business. Payment provider integration is very poor with only PayPal reasonably integration. If you use Stripe to take customer payments you’ll be sorely disappointed. You’ll either have to use another 3rd party integration service (additional monthly fee) or role your own.. which is what we’ve had to do.…

trustpilot.com Top reviewer

The system itself is ok, however it is lacking one vital feature – Stripe integration as a bank feed. Without this, you need to manually import the transactions, which makes a cloud based accounting system entirely redundant.The community has been asking for Stripe integration since 2013. So I doubt it will ever happen now. I’d…

trustpilot.com Top reviewer

Payroll support a disgrace – this is Xero’s response to an emailed query!!!!!”Hi Thanks for contacting us. We aim to be in touch within 11 hours and 25 minutes” !!!!

trustpilot.com Top reviewer

The worst customer service I have ever experienced. I deal with a large number of third party services like this and Xero is appalling.They ignore their community because of a clear lack of care. One example, a large number of users are requesting the stripe connection to allow a bank feed but they refuse openly…

trustpilot.com Top reviewer

Great product which is 5* but poor customer service which is 1* so I give it a 2.5*, round it up to 3*.I have just started the program but I have an issue so I message them. I get a response that it will take 12hours to reply.Makes no sense. I would like to know…

trustpilot.com Top reviewer

Support is abysmal

May 19, 2018

Support is abysmal. I’ve had open issues for 2 weeks now and have tried all methods of contacting Xero support today with no success. I don’t think Xero appreciate the realities of running a small business – I’m trying to do accounts on a Saturday as I’m busy during the week. Xero’s promise of support…

trustpilot.com Top reviewer

The Xero community has long been requesting an integration with Stripe same as PayPal (not for direct invoice payment but for balances)And there are plenty of integrators charging high prices to do this, so there is clearly a need for it but Xero has just ignored their own customers and opted for complete silence approach…

trustpilot.com Top reviewer

Despite being a silver partner we have very poor support from the customer service team.Update. The issue finally sorted but no acknowledgement or apology for the additional work and expense incurred

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