Thomson Reuters

Gross business practice. We received two of the same book when we did not order one of them. Then they claimed to not send return shipping labels, and the subscription specialist I spoke with, Tom, was not helpful at all. Subscription is cancelled and we bid them Good Riddance.

Westlaw is very overpriced and overrated. Customer service is not great. I changed to a competitor’s research service, and I receive just as much or more for about $ 600 per month less.

I absolutely love Westlaw. Every time I contact them for help, they’re always professional, expedient, knowledgeable and the epitome of friendly (including a recent call I just made there). Great service!

I, like all attorneys, am forced to use Thomson West for various California statute and hornbooks. I practice family law, so I am also forced to use some of their software.
They are, without a doubt, the most incompetent bunch on the planet. Just since January 2012 I have just been assigned my third account rep. The accounting department is totally inept, so I pay for everything by credit card. Well, the account rep two reps ago apparently did not enter this correctly, and I got two copies of things, and am still untangling the non-​credit card billing that the billing department insists is valid. There is no carry-​over, because the account reps have no idea about billing, and the billing folks only demand that I pay. As a solo practitioner I spend an inordinate amount of time with West on the phone or via email.
If there were any other publisher who published the Rutter Guides or other California books and software, I would be the first in line. West is TERRIBLE. If anyone reading this review can point me to another way to get the books I need without dealing with West, please do it!
Held hostage in California by inept Thomson West.

Ha. I get a kick out of the previous review… As I used to work in Customer Service (billing) at West… You can tell someone who has ran up ancillary usage charges! Eeeek… Yes it sucks. But I assure you, you won’t make the same mistake twice!
Obviously someone hasn’t tried WestlawNext yet! The new product launched in February of 2011. The «interface» has changed quite a bit. Actually that’s an understatement, drastically is more like it… It’s had a pretty nice face-​lift, and it is now much, MUCH more user friendly! Looking up legal research is now is as simple as doing a Google search. So check it out!
I personally think the Customer Service at West is great… Ha ;)
*note to Westlaw users: if you see a pop up window, make sure to read it!

I love West’s legal publications (as all lawyers do) but Westlaw is still far, far behind LexisNexis when it comes to ease of use. Plus the Westlaw interface is ugly and awkward.
Westlaw is totally incompetent at warning users when they’re straying outside their negotiated flat-​rate plan, so I and several colleagues over the years have been hit with strange Westlaw bills that we can’t recall incurring. It’s easier to just avoid Westlaw as much as possible and to stick with Lexis, which is far more user-​friendly! I have never, never had any billing problems with LexisNexis.