Hugh Moriarty
Finance Manager · 11-50
1 review written · 3.0 average
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Reviews by Hugh Moriarty
★★★★★
Support is the thing I keep coming back to when I think about Vertex, and not entirely in a good way. Six months in, and my experience has been genuinely inconsistent. Some tickets get a thoughtful reply within hours, someone actually reads the issue and offers a real solution. Other times I'm waiting four or five business days, following up twice, only to get a generic response that doesn't address what I asked. For a growing company with no dedicated tax department, that inconsistency matters a lot. When support is good here, it's actually impressive. The reps who know the product well are patient and thorough, and a few times they've walked me through configuration questions that were well beyond what I expected from a vendor.
The product itself is solid for what we need. Indirect tax calculations have been accurate, and the cloud setup wasn't as painful as I feared. The feature set is more than enough for where we are as a company right now, probably more than we'll need for another two years at least. That said, it's not cheap for a startup budget, and when support drops the ball, the value equation gets harder to defend internally.
Honest bottom line: if you're evaluating this for a small or growing team, the platform does what it says. Just know that your experience will depend heavily on which support rep picks up your ticket. There's clearly talent in that team, but the process around it needs tightening. I'm not ready to walk away, but I'm watching closely.
