As a controller for several organizations, I used to love Avalara and recommended them often. I used them at everything from small non profits to large multi-channel distributors. Their customer service, unfortunately, has gone downhill since I first started working with them. It takes our current customer service rep several weeks to respond to emails, and then it is only because I keep emailing about the non-response.
Recently a non profit I work with lost their funding and had to stop all retail sales. Our contract had auto-renewed and due to the sudden loss of funding, we would no longer be needing the service. I realize that the auto renew contract is our responsibility, but I pleaded with the company based on our long history with them and that the organization was a 501(c)(3) if there was anything they could do to save us money. It took weeks for me to even get a response and they basically told us that we would have to continue to pay for the service we would not be using. They made no effort at all to work with us.
This frustrating experience, combined with the poor customer service we have been receiving, leads me to no longer recommend Avalara. I am sorry as I really enjoyed working with the company in the beginning.