Horrific AVOID!
Probably great if you’re really experienced in managing your accounts absolutely terrible if you are starting your first business. Firstly I’m immensely shocked and surprised that the customer support team at Ember think it’s appropriate or ok to shame customers for struggling with understanding the accounts filing process and making mistakes. Their response towards me literally moved me to tears. It was my company’s first year in business and I made a lot more money than I expected, this is an achievement I’m extremely proud of and managing the accounts side of things has been a difficult learning curve that Ember and the staff were supposed to be helping me with. I’ve struggled using the tool and the support has been demoralising in more ways than one.
To get judgement and shame for making mistakes is abhorrent and unacceptable in my opinion. I have since found an accountant who has been a great help.
When I expressed concerns about my experience to someone I was told that I shouldn’t be doing this if I don’t even know certain accounting jargon phrases. I was astonished that this was the response instead of empowering me to get better at managing my accounts I was discouraged so violently. I doubt this even matters to the team as no one at Ember seems receptive to improving but it’s worth a try if I can warn other start up founders and new business owners. They will make you feel small, diminish your efforts, use confusing jargon and intimidate you to try and get you to use their accounting service which I used and still ended up with £9k extra added to my tax bill. They put this down to me filling out the questionnaire wrong which I can take responsibility for however if they aren’t supporting me in catching mistakes I’m better off not working with them, that’s why I would want to use their service.
Overall, horrendous experience I deeply regret working with Ember and giving them my hard earned money. The violent disrespect and attitude from customer service genuinely shocked me, HMRC is intimidating enough I need someone on my side and Ember are defo not on your side. Again a bit of compassion and genuine support goes an awful long way as going into business for yourself is a scary and extremely difficult experience and is a path littered with hardship and pitfalls. Judging, shaming and looking down on the customers who may be struggling but ultimately drive your business forward doesn’t seem like an awfully effective business plan to me. I can’t imagine speaking to my customers the way the Ember staff spoke to me.
To get judgement and shame for making mistakes is abhorrent and unacceptable in my opinion. I have since found an accountant who has been a great help.
When I expressed concerns about my experience to someone I was told that I shouldn’t be doing this if I don’t even know certain accounting jargon phrases. I was astonished that this was the response instead of empowering me to get better at managing my accounts I was discouraged so violently. I doubt this even matters to the team as no one at Ember seems receptive to improving but it’s worth a try if I can warn other start up founders and new business owners. They will make you feel small, diminish your efforts, use confusing jargon and intimidate you to try and get you to use their accounting service which I used and still ended up with £9k extra added to my tax bill. They put this down to me filling out the questionnaire wrong which I can take responsibility for however if they aren’t supporting me in catching mistakes I’m better off not working with them, that’s why I would want to use their service.
Overall, horrendous experience I deeply regret working with Ember and giving them my hard earned money. The violent disrespect and attitude from customer service genuinely shocked me, HMRC is intimidating enough I need someone on my side and Ember are defo not on your side. Again a bit of compassion and genuine support goes an awful long way as going into business for yourself is a scary and extremely difficult experience and is a path littered with hardship and pitfalls. Judging, shaming and looking down on the customers who may be struggling but ultimately drive your business forward doesn’t seem like an awfully effective business plan to me. I can’t imagine speaking to my customers the way the Ember staff spoke to me.
Show less
