Xero Accounting for business Ratings and Reviews

Finally

I’m a CPA with 20 years experience and specialize in financial systems applications. Xero is fantastic and this App does what it is supposed to do and it does it very well. With my clients and myself, I use this App to enter receipts, reconcile Bank and credit card accounts automatically fed from the bank, and issue invoices to clients. I also use it to upload files to my Xero file storage. I don’t use this App for financial reports, adjustments, or other things it does not allow (of course) but I do everything else in Xero cloud/browser. Xero is very intentional in its design. Learn it and you’ll love it.

Seven Years… time to go

Struggle to give this application three stars. If the mobile app was better, sure I would. If the customer support was better, we’d probably be talking five stars. I’m giving an overall rating of two stars because after being a customer for seven years, never having a problem with my bank feed, it’s stopped working in June. It’s October and their team still says “we’re working on it“ – ?? That’s all you’ve got for me? When you can have an automated bank feed and set up bank rules that essentially do reconciliation for you, that’s extremely valuable. But when it’s not working… Forget about it. Good luck – make sure you do a lot of research and trial all of your bank connections very carefully and make sure everything‘s working well before you proceed with this subscription.

Helpful App

As a Xero Advisor, I’ve found this app quite helpful. It’s handy to be able to sit in a waiting room and still reconcile clients accounts. It’s also very helpful to be able to generate invoices and access important files on my phone. The app does occasionally stumble. As a Xero Advisor, my clients contact me with questions and I’ve never had to contact support about the App.

Developer Response ,

Hi Taylored Books - thanks for your feedback and explaining how the app is adding value to your business. Regarding app stability - we are constantly monitoring and addressing performance issues to ensure our customers get the best mobile experience with Xero.

Lacks the most basic functionality

Yeah you don’t get it. Okay.

Lacks basic functionality. Example: For 10 months it has failed to learn that payments to Amex are credit card payments. It therefore makes me manually categorise these transfers between my Xero accounts every time. Repeat that for 100 other recurring transactions that it fails to learn from. I don’t use the website and rules can’t even be manually set on the app to workaround this lack of basic learning abilities. Very very poor. Wish I’d never switched.

Developer Response ,

I can see you've updated your review and I'm sorry to see you having issues with your AMEX feed. Could you please come through to our support team so they can help streamline this process > https://bit.ly/3A3t96e Thanks. -OG

---

Thanks for leaving a review and we're sorry to hear you feel this way about our support people and you are having issues with the app. Thank you for posting the review, we'll look. into your case, can you please update your review with your customer support number, so we can help you.

HORRIBLE CUSTOMER SERVICE

I’ve had sever cases open with Xero for features they advertise like statement syncing and auto tax. These features aren’t working in my installation and they haven’t worked for over a year. Xero support reps reply with the most boilerplate answers I’ve ever seen. It’s infuriating. An AI chat bot could provide better answers. “Thanks for your patience while we look into this! We still have zero ETA but thanks!” It’s been a year… Seriously Xero staff if you read this. Fire your support manager and start over. I’ll never recommend this software again after these experiences with your support team.

Developer Response ,

Hello, We sincerely apologize for the troubles you've had with the app and the issues you have had with our customer support. Please can you share your case number, and we can look into this for you. Thanks

Greedy company. Do not recommend.

Xero is a pretty basic accounting software program, with easy enough to use features. My accountant likes it. But I am absolutely done with this company. They have absolutely no respect for their customers and continue to raise rates at an absurd rate. Since I started using them in July 2022, they have raised their prices 3 times (October 2022, October 2023, and will be again in July 2024), totaling an increase of $34/month in just two years for my specific plan. That’s $408 extra per year. But don’t worry, their stock is thriving. Goodbye greedy fools. Quickbooks and MYOB is looking real good right about now.

Developer Response ,

Hi there, thanks for the feedback and we’re sorry you feel that way. Our recently announced pricing changes are effective the 1st July 2024 to align with the start of the new financial year in Australia. If you don’t feel as if you’re getting maximum value out of Xero, please check out the education material and support on Xero Central to learn more about our features and tools.

US Payroll shutdown - Time to move on

Their payroll was what kept us using Xero, it was really awesome. Now that Xero has shutdown payroll, quickbooks may just be where we need to go. I totally lost confidence on the company at the moment our payroll was pushed aside somewhere else. Besides rearranging top menu UI on the desktop, no new things being developed or meaningful improvements in years, same old, same old. Users feature request have been seating for years. This app particularly hasn’t seen any breakthrough update since it was launched.

Developer Response ,

Hello, we retired our built-in US payroll in favour of a tight integration with GustoHQ for full service payroll and HR, and of course we understand some users are upset by this - we did it because we had feedback that our US Payroll solution was not full-featured enough.
Our most recent releases for the app have contained some features that users are saying they love - like adding bills to pay (and attachments), converting quotes into invoices and showing outstanding invoice totals in the Contacts view, to name just a few. Make sure you're using the latest app version and then check them out and let us know what you think.

Used to love service, but customer support is waning

One of the main features of this service is automated bank feeds, but unfortunately their vendor Yodlee is terrible and does not follow up on issues. Xero does not either to be honest. I have requested updates multiple times over a month and their responses are disingenuous. No one is really trying to get my issue fixed. Very frustrated, especially as I have brought them many customers. No more!

Developer Response ,

It's not great to see this and I'm sorry your experience with bank feeds and our support team are letting you down :( Yodlee issues in particular can be time consuming to resolve as we need to work with their team as best we can to support them investigating and fixing issues, which typically come down to an individual bank. If you could reply/edit here with your 'CX' case/support reference number I can understand more and get you an update from our team. Thanks. -OG

Great software. Below average app

I quite enjoy the software itself...on a desktop computer. Unless I'm missing something, the app lacks one of the most basic needs of a business owner--basic financial reports. I see no way to view an income statement, cash flow report, etc on the app. Desktop, no problem. App needs work. This seems almost unforgivable to be missing from a mature company like xero.

Developer Response ,

Thanks for the feedback and kudos. We've focussed so far with the app on typical on the go transactional activities and we've had feedback and suggestions from customers for reports which the product team is considering. -OG

Communication

Please create another way besides your videos in order to help your customers. There are errors in every program so having an option for customer service makes for long time clients. I have been looking elsewhere and I don’t want to. I wanted to believe in your company because you presented yourself as unique and I liked that. But if there isn’t true customers service then you are unique.