Acuity SchedulingReviews of acuityscheduling.com

A bit of a road to travel to get the swing of Acuity scheduling and it seems much more convoluted and clunky than it should be but it performs wonderfully. Sadly, I often recommend it to clients with Squarespace websites but they are often cautious because the average user (non web design/developer) has a really hard time with it. So it often requires extra time on my part to assure them it will be functional once I set it up.

AVOID THIS COMPANY!!!!! First, let me say the software itself is okay. It's when you need support that it becomes a real problem. I've had Acuity for maybe 10 years or more ... When they switched from Acuity and became Squarespace, they wiped out my password. I couldn't remember it, it has been too long. I reached out to Support and they forced me to go through a validation wherein I uploaded my drivers license and did a selfie verification. Then, they told me I had to show my last payment to Acuity from my bank statement before they would let me reset my password. So I did that. I have sent 3 different bank statements showing my payments, and also sent the one showing the last payment. Now Support tells me that what I sent was not the last payment and they are refusing to let me into my account. This is horrible. I switched from the paid account to the "free" account, which I was grandfathered in to because I had been with them for so long. I have gone back and forth with 6 different emails to Benjamin D. on the help desk and he tells me that they will not allow me to reset my password until I show last payment (which I did, which he says it not the last payment). Anyhow, terrible experience. Just a warning to you ... software is okay, help desk is awful.

A little hard to navigate you really have to either know it or try to figure it out on your own. Customer Service is not available. You have to email them to get some help. That’s a headache talking to someone is really hard. Everything is via email. Sometime you just need to talk to a person to understand.

I’ve been with acuity scheduling for over 10 years and have only had a couple issues but they were taken care of very quickly overall a great experience please keep up the good work!

I have lost so many hours of my life already to trouble shooting the many and myriad inconveniences and failures of acuity scheduling, I hesitate to take the time to really dig into all the reasons I despise this software. Two things I like about acuity and then I’ll get onto the rant. It syncs with my google calendar perfectly and even says the client name and length of session in the Google Calendar, so I can see everyone I’m working with on any given day and when from my Google Calendar. It’s the best thing acuity offers in my opinion. That and I like how pretty the booking site looks to the client. Very Aesthetically pleasing. However, like a physically gorgeous person who becomes less attractive the more you get to know, acuity doesn’t offer much beyond a nice exterior appearance, and great calendar syncing. The back end is not intuitive to use and things are hidden in weird places. For instance trying to locate a clear list of all my blocked off dates that I have made myself unavailable - it should so easy to find, but it’s buried. As soon as I got used to where to find the feature, it moved somewhere else for no apparent reason. You can only send one text message reminder to clients. Why not two?! Seriously though? Why only one?? It isn’t possible to send a mass email to your client list while keeping the other clients anonymous to each other - if you want to contact clients in an email with news about your business you have to email every person individually. Don’t get me started on when I wanted to offer two different kinds of service - a deep massage and a relaxing massage -and have acuity make one or the other available for various time slots. For instance, a deep tissue session could be available at 9, but then the rest of the day only relaxing sessions would be available for booking, so I wouldn’t be overbooked with back to back deep work all day. I may as well have been reaching for the moon. Many times I have pointed out how the app doesn’t provide a function or has a function I don’t think works well, and not one time in more than 18 months has one of these been taken to heart and implemented into the software. I swear the email file, they send suggestions from users for how to improve the software, is a trash can. It wasn’t always like this, but it’s become more and more, that if I go online and chat with a customer service person, they send me a generic video of how to fix the problem that I could have looked up myself, that obviously doesn’t really help me if my issue isn’t just the basic cookie cutter confusion. Why can’t the customer service people just walk me through it personally, which is literally what I chat with customer service people for - the personal touch. I hate the way they send short videos and want you to figure it out yourself instead of guiding you through or god forbid offer to share your screen and allow you to watch them navigate and fix it on your screen, so you can slowly what they are doing and how the fix works for future incidents. I have a client who likes to sign into their user portal on my website to see their upcoming appointments. Very reasonable expectation of a scheduling app. However, because this is acuity, unless I manually go into acuity from my laptop, (not mobile phone, because that would be too convenient) and go to that client specifically and click a button to “assign appointments to the user” in order to make the upcoming sessions visible on the client's end - they can’t see anything. It’s literally insane! I had my address set up in acuity and that address was included in my single text message reminder that goes out to clients - one day it started sending a link to a google meets hang out chat room instead of my physical address. I only learned of this when a regular brought it to my attention. The “customer service” person insisted I did something, checked a box somewhere in the depths of acuity hell, to cause the change. I absolutely promise you I did not and that they certainly updated something on their back end to cause the glitch. It was a huge struggle and looong conversation to get it resolved all while they were blaming me for the issue. Okay I have worked myself up in to a legitimate rage here. As a small business owner who literally runs every aspect of the business entirely myself, it’s been a bear finding the time to switch to some other software, but it is fully my intention to do so, as soon as possible. The most difficult part of my first year and half of being in business has honestly been dealing with acuity. Not finding clients, not managing taxes, ACUITY. If you’re thinking of using this software, don’t.

I wish I could control the payment settings more. I have too many clients scheduling classes without ever paying. Also, on the package purchase, there should be an option for a date of when the package expires vs. # of days.

You make so easy and user friendly for my clients to book and for me to edit my profile.

It works for us :)