Bad in every way
Expensive, complicated, difficult to use, inflexible, and login protocols constantly fail and block access. Very much not recommended.
Simon Miles
United Kingdom
Showing 50 of 50 reviews
The shopify connector stopped being…
The shopify connector stopped being automated on 13th August
Customer
United Kingdom
I tried to contact them
I tried to contact them Online never available I have called them to cancel my subscription they say you don’t have account with usi say who I’m paying then?? I have cancelled my direct debit I keep getting a letter from them asking for £6 absolutely dodgy company
Mr T Y
United Kingdom
No call backs at the appointed times
No call backs at the appointed times Three calls to managers Still no reply from sally who’s supposed to be overseeing this Still no resolution to the issue Software doesn’t work and neither does the customer service department
Philip Dyson
Netherlands
Extremely unhappy customer of 8 years!
I'd been happily using Quickbooks for 8 years, never had problems like I'm now experiencing. I was using the Self Employed version, which was extremely user friendly and I had full understanding of how to navigate around the site. However, problems began when it changed due to MTD. Firstly I was put on the 'Simple' version which completely confused me. After my free 45 minute on boarding session, I was none the wiser. I had another session and it became clear that I'm on the wrong version. I'm a one man band, just a dogwalker, I don't have staff and I don't earn enough to pay VAT. I was changed to the Sole Trader Plus version, which is the most extensive version. But they didn't cancel the Simple version their end and now I'm being charged £19.20 for a version I dont use, plus the new discounted price of 47p for Sole trader (as I've been a loyal customer for years). I cannot get through to anyone from the UK, the customer call centre is Philippines based, and unfortunately, I cannot understand foreign accents well. They only have a small team in the UK, which you can never speak too. The amount of stress its caused me is ridiculous. I have called almost daily to try and sort my problems out. The staff are clearly reading from scripts, even though they are supposed 'experts'. I lost my tether yesterday when I told them I would be cancelling if I didn't get a call back from a Manager in the UK this week. I purposely chose Quickbooks 8 years ago as I'm not good with accounts, and it was recommended by my fellow dog walkers in my group. They have all left now its changed and gone to Free Agent, which is something I am now looking into myself. I would definitely NOT recommend Quickbooks now its changed. I hope they read this and if they value my custom, I'll get a call back from a British person who I can understand, otherwise I'm leaving this week.
Andrea Nicholls
United Kingdom
Don’t waste your time with Intuit QuickBook
My experience with Intuit QuickBooks has been deeply unsatisfactory and has raised serious concerns regarding accountability, transparency, and customer service. Intuit actively promoted and facilitated access to the Adsum advance payment facility through its QuickBooks platform a service provider I was shortly after my experience been informed that this is no longer available by Adsum . The product was not only advertised via my online account to users but also integrated within the QuickBooks online service, creating a reasonable impression that Intuit endorsed, supported, and had confidence in the product and its operation. It is worth noting a service that had very little industry customer financial support despite claiming to be covered by the FCA is lip service and misleading as FCA described having very little regulatory powers in a situation where this company Adsum refuses to forward HMRC payments yet Intuit was happy to integrate such a company on its own website online customer account. Issues arose when incorrect information was displayed on my QuickBooks account in relation to a Tax return and associated payment. The information presented suggested that funds had been returned to HMRC which was false sending me around in circles for over a week establishing where VAT funds were. Despite repeated requests, Intuit failed to provide a satisfactory explanation as to why this information was displayed or the basis upon which it was recorded. The payment facility had been promoted as providing access to funds more quickly than the standard HMRC repayment process. However, the payment in question took significantly longer than anticipated, undermining the expectations created by the marketing and presentation of the service. When I sought clarification regarding the delay and the apparent discrepancies in the information displayed, I encountered a complaint process that was fragmented, ineffective, and lacking in transparency. Throughout my complaint, I was repeatedly referred between departments without any meaningful investigation, substantive response, or resolution. At no stage did Intuit adequately explain the inaccurate information displayed on its platform, nor did it provide clear evidence to support the accuracy of the information shown to customers. As a regulated software provider operating in a market where users are entitled to rely on the accuracy of information presented within their accounts, I expected greater diligence in investigating concerns relating to tax-related transactions and associated financial records. Instead, my concerns were effectively disregarded passed between level one and two support repeatedly. It was a lottery as to which level I was provided with at each attempt to rectify this matter. Provided with telephone numbers by there staff that connected with no one or a service that sounded like a back street voicemail recording not an accountancy’s firm. The situation ultimately led me to terminate my QuickBooks account. Remarkably, after closing the account, I received no acknowledgement, confirmation email, no follow-up communication confirming the closure, not a single word. This lack of communication further reinforced my concerns about the company's customer service standards and complaint-handling procedures. In my view, Intuit failed to provide adequate support, failed to address legitimate concerns regarding potentially misleading account information, and failed to deliver an effective complaint resolution process.
Stewart Kennedy
United Kingdom
Absolutely shambolic and incompetent…
Absolutely shambolic and incompetent support, such a mega waste of my time with empty promises and no results by QB. Mileage tracking has never worked properly, QB software developers are unable to fix it for 2 years. QB is a very ugly corporate enterprise that hides the fact that software is not designed for the intended purpose. Management is hiding behind the front line 'support experts' and are too coward to get involved with problem cases themselves. I so regret that I did not switch from QB to alternate option at the end of the previous tax year before MTD. AVOID AVOID AVOID at all costs. It is all about the AI facade with absolutely no substance.
Janis Raubiska
United Kingdom
Absolutely awful customer service
Absolutely awful customer service. Constant faults, none of their teams talk to each other, they cost you time, money and customers and they don't seem to care. We've spent hours on phone calls trying to solve some of the most basic things.
Andrew Stafford
United Kingdom
Just abysmal, bug after bug after bug, not fit for prupose
"What went wrong this time" trustpilot asks??!!! Says it all. Dismal Dismal worse than useless product. Checkout my previous review. Soooo full of bugs and glitches its untrue. As soon as one is fixed, another appears. Latest problem? Having reconciled my bank accounts, i was surprised when logged back in a few days later to find that I had many uncategorised transactions. When I checked, the transactions i thought i had categorised, are categorised in quickbooks, yet they remain uncategorised in my banking stream? The net result??? It makes it look as if Ive made twice the money I have ! This platform is appalling, and given the number of issues, Im sure that they will go bust
PhilipDyson
United Kingdom
horrible company in more than 1 year…
horrible company in more than 1 year did not managed to solve a single issue with their platform. I had to waste hours scraping discussion forms online to find solutions, absolute joke of a company
Jose Luis
United Kingdom
Abysmal customer service
Abysmal customer service. I was forced to upgrade because of MTD, and during the process Intuit lost my transactions. They said they would fix the situation in days and it’s been weeks now. They never call back when they promise, and they never email when they promise. On top of all this it’s almost impossible to understand the agents because of their accents and the awful phone lines. I’m migrating away this coming week.
Russell Eden
United Kingdom
The support from Shem was invaluable as…
The support from Shem was invaluable as she made it all make sense. She took me through all the queries I had and explained where I was going wrong and how to rectify it.
Sara B Davey
United Kingdom
Very good customer service
I had an excellent onboarding experience with Valery from the QuickBooks Customer Success Expert team. She provided professional for my first vat return guidance, explained the key features of QuickBooks clearly, and answered all of my questions with patience and expertise. Valery made the setup process straightforward and gave me the confidence to start managing my business finances using QuickBooks. Thank you, Valery, for your outstanding customer service and professionalism. You are a real credit to the QuickBooks team!
Nacer Eddine B
United Kingdom
I have to say what a herendous customer…
I have to say what a herendous customer service this company has. For many years they have been taking numerous monthly payments under different names different amount, for the past 10+ months they agreed a refund. 10+ months I am still waiting emails ignored. Always Exscuses saying they are waiting on alternative departments. I think I have submitted around 50 management call backs and never received one call or email back! I have rung customer service everyday for the past 2 weeks same response “ we are unable to assist you or transfer a call just wait to be contacted, you will be called in 24 hours”. I wonder how long I have to wait for the refund, they blamed other companies but all linked back to quickbooks (even blaming an overseas company). They say we can not find your money but yes it’s on every bank statement I have provided. They even had to cancel my subscription to stop payments leaving my account! Case handle jenisus, permanently ignores emails or I get told he’s on annual leave at this rate it must be every day annual leave! I will await to be contacted!
zac weir
United Kingdom
ugly software with plenty of legacy
I used both self employed and online for quite a while. though something works, most processes are realised in the ugliest way. in self employed the only desired feature (mtd) is missing. if pass id is added, one cannot login with password anymore - it suggests only option of changing email on the account (what?)
Andy
United Kingdom
Outstanding support
Frenzied Mae was very helpful and knowledgeable helping me navigate the software. I never expected so much time to be given to help me. My only recommendation would be to maybe do this over a couple of calls a week apart. 90 minutes is quite a long time for someone like me to be sat in front of a screen on the phone. Outstanding service and I will definitely recommend you.
matty b
United Kingdom
DO NOT USE IF SOLE TRADER
DO NOT USE AS SOILE TRADER! Appalling experience of "upgrade" from self-employed simple interface to full QB. Told it was necessary for HMRC MTD interface. Seems unlikely given that HMRC links to much simpler approved software. All my transactions lost their categories during the supposed upgrade integration. Having spent several hours trying to understand the new interface (onboarding not available at sensible times of day), then 2 hours trying to categorise a single transaction using the AI chatbot, I spoke with a very patient CS person (thank you CS person, not your fault) and am now reconnected with the old interface. I am frantically downloading all that's left there (recent items missing) so that I can leave QB. The ticket answer when I tried to recover missing ones was "log in from a pc" which I had been doing all along. Then silence. Coupled earlier with wait and " refresh the feed" I might as well have asked a toddler. Seems they dont reply to reviews here either. Frustrating. Not fit for purpose.
ES
United Kingdom
Valery did well today is supporting me
Valery did well today is supporting me. I am very happy I could move to the next stage because of her massive help.
Ojo Akerele
United Kingdom
AVIOID IF YOU HAVE AN ECOMMERCE BUSINESS!
My main problem with QuickBooks is its inability to work properly with Shopify. But, to be honest, the rest of QuickBooks is quite rough too. It used to work perfectly - flawlessly, in fact. However, the smart minds at Intuit decided to push out a half-baked update to their Shopify integration. When I say half-baked, what I really mean is unusable. Around mid-August, this update was forced upon us. They did this by completely stopping Shopify orders from coming into QuickBooks. I didn't notice immediately because I had a bookkeeper and, as everything was automated, individual orders weren't checked until the end of the month. As a result, orders hadn't been importing for around two weeks. I investigated and found that the integration needed updating. "No problem," I thought. I updated it, only to find that all of my settings had been reset. Great - now I needed to spend time fixing everything. Not the end of the world, though, as I mostly remembered the settings. After inputting everything again, I resynced it, gave it an hour or so, and still no orders were appearing in QuickBooks. I checked again and found that every single order from the day it disconnected up until now had been dumped into a "Review" tab. I opened it to discover that every order now needed to be manually reviewed. For a store doing 20 orders a month, this isn't a massive deal. Sure, it's not great, but it doesn't take much manpower to resolve. However, we process around 400 orders per month and already had 200 sitting there waiting to be reviewed from the previous two weeks. I reviewed one order which, for the record, was perfect and had absolutely no issues. I confirmed it and, like magic, it appeared in QuickBooks. I immediately contacted QuickBooks customer service because, obviously, manually reviewing 400 orders every month isn't something we're willing to do. If there was a glitch, a genuine problem, or something wrong with an order, whatever that may be, I'd completely understand the need to review it. However, the order was perfectly fine. Support told me that orders should only need reviewing if there is a problem. Apparently, one possible problem could be that the tax code was "wrong". I'm not entirely sure what that means in this context. We use two tax codes: 20% or 0% for national and international orders. Every single order requiring review had the correct tax code. The other supposed reason was that the SKU didn't match the product. The SKU makes no real difference to us because we don't use QuickBooks for stock tracking. Nevertheless, I checked it. And what did I find? The SKU on the order and the SKU that QuickBooks considered "possibly wrong" were EXACTLY the same. Every product has a SKU and every SKU exists correctly in Shopify. Yet QuickBooks still wants me to manually review the order in case it's wrong. It was identical in every way. I explained all of this to support, and they basically repeated exactly what I had already told them: "Any orders that match are automatically imported." "Only orders with issues need reviewing." At this point, I was ready to lose it. Instead, I tried to find a solution. I thought perhaps I could stop syncing my Shopify SKUs with QuickBooks altogether, which would at least remove one possible source of these "errors". I asked support how I could do this. Instead of answering my question, they decided to explain yet again how the integration should automatically sync orders into QuickBooks and how I might be missing a customer name, product SKU, tax code, etc. They didn't offer to investigate the issue. They didn't tell me what specifically I should check. They simply stated the obvious. I don't know where Intuit finds these support staff, but it's clear that they are incapable of even the most basic level of deductive reasoning. They will simply tell you how something should work rather than helping you work out why it isn't working. Oh, and they take around three days to respond to the most basic emails, while live chat can leave you sitting in a queue of ONE for 40 minutes. If you have an e-commerce business, avoid QuickBooks at all costs. Use a different platform. Save yourself the wasted time and stress that this awful service creates. Oh, and the mobile app takes about five minutes to open, then usually crashes when you try to log in. If they fix this issue, I'll be sure to update this review. However, given my experience with Intuit so far, I'm not particularly optimistic.
Coloured Screws
United Kingdom
Extremely Poor.
Extremely Poor. 1. The software fails over and over to connect with my tide account to pull through banking transactions 2. Just awful invoicing erxperience where bank charges for the transaction mean that the invoice doesn't reconcile properly and the customer has an outstanding amount equal. to the bank charge. 3.Creation of accounts in the chart of accounts section is next to useless as you can't create the kinds of accounts you need to reflect your business transactions 4 the software is incredibly clunky to use, it's counterintuitive and the help is worse than helpless . The AI bot has absolutely no idea of its arse from it's elbow and gives you literally the wrong instructions 4
Simon Landin
United Kingdom
The customer service from Babatunde…
The customer service from Babatunde Turner was amazing. I really appreciated his support. Babatunde Turner knowledge was remarkable.
Sharon Green
United Kingdom
Helpful service.
Payroll onboarding sessions were really helpful.
Lin
United Kingdom
Needed a payroll solution and opted for…
Needed a payroll solution and opted for Quickbooks. The support session to get set up was really helpful and not rushed. By the end of the session, we did the first payroll. I did have all the employees details from P45 and PAYE and tax details for the business and entered these before the session which saved some time. Daryl was really knowledgable.
Steve
United Kingdom
Incompitent Cretins
I've received an invoice from a tradesman that says PAY NOW, which in turn leads to the IQB page. Sadly, there it ends, both on the PC and on android phone it absolutely does not enable you to pay said invoice.
Shane
United Kingdom
QuickBooks is a solid choice for payroll managemen...
QuickBooks is a solid choice for payroll management, especially with the built-in Awards function. It’s budget-friendly and helps save time, which is crucial when handling services for clients in various sectors. Definitely a useful tool to have in your arsenal.
Leanne P.
QuickBooks is a top-notch payroll solution for bus...
QuickBooks is a top-notch payroll solution for businesses of all scales. We were impressed by how intuitive it is to configure STP and handle routine payroll cycles. For our firm, it’s the ideal tool for managing employee payments.
Krishan S.
I can't say enough good things about QuickBooks fo...
I can't say enough good things about QuickBooks for my business needs. Their payroll system is truly an all-in-one solution that I wouldn't trade for anything else. The support team is incredibly accessible and has been a lifesaver for both my clients and my practice. Once you get it set up, processing payroll is just a couple of clicks away, including lodging the STP. It really doesn't get any better than that.
Lauretta Finis
⭐ Terrible experience with QuickBooks
⭐ Terrible experience with QuickBooks. I pay 14 pounds a month, and QuickBooks migrated me from Self-Employed to QuickBooks Online without properly warning me. I continued using the old app, unaware of the migration. Later, I found around 70 recent invoices missing. I'm now left without proper access to those invoices, and I can't confirm which customers have paid. I've spent about three hours on the phone with support, but the issue still isn't resolved. This is business financial data, not a trivial glitch. Losing access to my invoices like this is completely unacceptable. Based on my experience, I can't recommend QuickBooks.
Vitor
United Kingdom
Recommandé Fortement !
Superbe logiciel avec un support client rapide, efficace et très compréhensif. Je recommande fortement ! Ce logiciel est un MUST pour une PME
Joseph May
Canada
help -excellent, phone line, not so good
Very helpful expert and explained well. The problem was a bad phone connection so I I couldn't understand everything that was said.
Mark Longden
United Kingdom
Efficient
Efficient, knowledgeable and polite. Very helpful onboarding and covered all my questions.
Ronald Steven Plews
United Kingdom
Simple features still not implemented!
Been using for a while, and the number of obvious features that this software lacks (many of which users have been asking for for years) is ridiculous. For example, it is not possible to filter expense transactions according to whether they have been matched (so deleting a duplicate becomes a problem, rather than a two second job). Also, it is not possible to combine bank transactions to match, meaning I physically had to move money to and fro for expenses to avoid them double-counting in the accounts. While looking for help, I see that both these features have been requested by numerous users for years but have not been acted on. I guess now QB has the market sown up thanks to MTD it doesn't actually care about serving it's users.
Richard Crowhurst
United Kingdom
Make sure you definitely want to use it
Make sure you definitely want to use them because as soon as you pay that’s it. No refund even if you change your mind within the hour. Thankfully I managed to get a good deal for a year but I won’t be using it. Tried to get a refund but spoke to someone in retentions who wouldn’t let me get a word in edge ways the. Just before I’d made my mind up told me I can cancel if I want but I still wouldn’t be my money back even though I’d changed my mind within a few days.
Carl
United Kingdom
Quickbooks Online does the basics well…
Quickbooks Online does the basics well enough but is incredibly poor at fixing issues that have been reported by users years ago. My particular complaint: Customer Statement layout can not be edited separately, it is linked to a default invoice layout, why?! Just lazy. End up with balance numbers on the pdf statement which are left-justified and the look is unprofessional. Why they are even formatted like this?! There is no way to edit because of the way QB has set this up. Users have reported this since 2018 and Intuit can't be bothered to build a solution. If the look of customer statements is important to you DO NOT BUY QUICKBOOKS ONLINE!!!! you have been warned :))
customer
United Kingdom
Shopify connector has not working since…
Shopify connector has not working since 13th August.
Customer
United Kingdom
Very disappointing experience
Very disappointing experience. The invoice template itself is good, but I experienced serious problems with the core functionality of the service. Several invoices sent through the system were apparently never received by clients, which is a significant issue for any invoicing platform. In addition, the tracking of account values has been consistently inaccurate, making it difficult to rely on the system for accurate financial information. What has been most frustrating, however, is trying to cancel my subscription. Rather than allowing customers to cancel their service directly, the website makes the process unnecessarily difficult and requires me to wait until Monday to call and discuss the next steps. If I have decided to cancel a subscription, I should be able to do so without being forced into a phone call. This is my money and my subscription, and I should be able to make that decision without the company withholding the ability to cancel until I speak to someone. If I wanted to continue using the service, I would have contacted them to discuss my concerns before making the decision to cancel. Overall, while the invoice template is useful, the reliability issues and especially the unnecessarily difficult cancellation process have left me very dissatisfied with the service.
Mark Dowling
United Kingdom
solution
solution want to change ways
Bradley Adams
South Africa
Complex but powerful
I could give a very low score to Quickbooks after my initial dealing with them, but they have since redeemed themselves and mostly through the customer support of John Michael based in the Philippines call centre. I got set up with Quickbooks and was just getting used to the software and then the rug was pulled out from under me when they offered me a free package upgrade. The new software version turned out to be nothing like the first and required me to re-learn everything all over again. The new version is far more complex and added to that a lot of data was temporarily lost. I was then invited to a learning session with a customer support representative and 'John' massively helped me understand the software better and he was absolute gold standard of customer service. I can now see how much more can be done with the software. It will save me money in the long term and also help lessen data errors through its tools. I had a rocky start, but now I think the software has a lot of potential and I can hopefully enjoy using it once I have become more familiar with it.
Ross Alexander
United Kingdom
No support
As a pro-advisor I am supposed to have experienced, priority support but after numerous questions to clear security (!), they cannot assist and say someone will call back! They never do. Yet again I dont have an account manager! Whats going on?!
Honest reviews
United Kingdom
Travis is great!
I am totally new to Self-Employment and whilst potentially overwhelming, the onboarding process was brilliant at showing me basic features to get me started. I am now feeling very confident about running the financial side of my new business. S/o to Travis, they were a great help.
Lewis Turner
United Kingdom
Payroll system problems - no help after subscription is cancelled
The QuickBooks system (and therefore HMRC) doesn’t recognise that an employee has left and continues to chase for EPS filing for this employee, despite following Customer Service instructions in filing and submitting the FPS for a leaver. Their Customer Complaint team states that a “final EPS” had to be filed but the system never gave this option to do so. As the company is ceasing and the QuickBooks subscription is already cancelled, Customer Service doesn’t care to fix anything here.
S.G
United Kingdom
My experience as a novice computer user…
My experience as a novice computer user was excellent, nothing was too much trouble.All of my questions were answered in a professional way, nothing was too much trouble. I feel I can use the service with confidence now.I was terrified of using Quickbooks in the first place!! Thank you for your help
Sharon Gee
United Kingdom
I am giving 5 stars for the help that…
I am giving 5 stars for the help that Josh gave me as I was very confused about the interface and how to navigate it. I am still not familiar with it all but hope in time I will be, it is much more confusing than it used to be!
HF
United Kingdom
Valery was very patient
Valery was very patient, listened to my questions and answered everything clearly.
Jackie Custard
United Kingdom
Warlyn was incredible with her support
Warlyn was incredible with her support. I am not very technical so it was amazing to have her guide me through it. Made everything very simplistic. Was polite, engaging and helpful. You are very lucky to have her as a member of your team and I wish her lots of luck in her future.
Daniel
United Kingdom
Helpful staff
I’m fairly new to QB, so far so good. Onboarding session very helpful today.
susan taylor
United Kingdom
NOT READY FOR MTD WHERE SELF-EMPLOYED AND LANDLORD INCOME
Initially told one licence can be used to report returns for both self-employment and landord in one licence but after signing up client then advised client needs a second licence. DOUBLE THE COST FOR CLIENT. ANDICA AND XERO do offer this facility on one licence. QUICK BOOKS NOT TOTALLY PREPARED FOR MAKING TAX DIGITAL
customer
United Kingdom
Unacceptable Wait Times
As a UK Platinum ProAdvisor, I expect priority support — that is what the tier is supposed to deliver. Instead, I am routinely spending over 4 hours a day on the phone just trying to reach someone who can actually resolve payroll issues. The call pictured here has now been running for over 2 hours (02:00:11 and counting) on the so-called "priority expert team" line, and I still have not been transferred to anyone able to deal with the problem. This isn't a one-off, it's become a pattern. For a paid, top-tier partner support channel, this level of service is simply not good enough. Being a Platinum ProAdvisor should mean faster, more direct access to competent support, not longer hold times than a standard customer might face elsewhere. Intuit needs to urgently review how the "priority" line is staffed and routed, because right now the label doesn't match the reality. If you're a fellow ProAdvisor considering whether the Platinum tier's support promises hold up in practice — based on my repeated experience, they don't.
Mike P
United Kingdom
Full of glitches
Full of glitches, so frustrating to use. Has so many unnecessary features. All I wanted to do was submit my MTD. I spoke to an advisor for an hour and was told that I had the wrong package and I needed to start all over again. Did that and the bank accounts kept disconnecting. I used another software and submitted my accounts within 10 minutes! I used quickbooks because I thought it was a well known company. It’s just too confusing and too many reports that makes it overwhelming. I used another company to submit my 3 line accounting and it didn’t cost me anything! Avoid quickbooks.
Louise Honeywell
United Kingdom
Warlyn was very helpful during my onboarding. Warlingham provided a follow-up email with tutorials a
Warlingham was very helpful during my o boarding call. Helping me to navigate upgrade, which h has alot of new features. Warlingham also provided a follow-up email
Jacqueline
United States