Acuity SchedulingReviews of acuityscheduling.com

I was able to sort out the problem with the help of Roxie. She gave me tools including. Videos on how to solve the problem Very happy in the end my clients could book sessions again.

When I signed up it stated "cancel anytime" - the reality is you can cancel any time but they'll only refund you within th first 14 days. this platform is not easy or intuitive to use. Does not integrate with teams and is generally clunky and expensive

I have used Acuity for years and have happily suggested it to people seeking a scheduling app. There have always been some internal glitches; most have been more annoying than damaging. For example, dates and times of previous appointments do not always display correctly unless the individual appointment is opened, and client photos have to be viewed appointment by appointment rather than easily reviewed together. Those issues are frustrating, but they do not interfere with client scheduling. The current British Columbia time-zone issue is completely different. BC announced it's no longer observing daylight saving time back in March, giving scheduling platforms months to prepare. Acuity still has not adjusted its system to reflect that change. As a result, appointments scheduled for dates after the usual November clock change are displaying at the wrong time. For my clients, confirmation emails are showing their appointment one hour later than the time they actually booked, or the time I booked for them. I've had clients contact me confused because they believed they had booked, for example, 9:30 a.m., while their confirmation email says 10:30 a.m. This is now affecting the structure of my workdays as well. Some clients have understandably made plans around the incorrect confirmation time they received. My usual first appointment is 9:30 a.m., but I now have days starting an hour later than normal, while other appointments are being pushed beyond my usual closing time. Some clients cannot simply rearrange their plans, which means I am being forced to accommodate appointments outside my normal working hours because of a scheduling error. I have also had to manually review bookings and contact clients to prevent double bookings. If one client cannot move back to their original earlier time, but another client is then moved into that slot, I can suddenly end up with two people expecting the same appointment time. I am now managing client confusion, frustration, schedule corrections and the risk of double bookings myself. It has become an administrative nightmare. What has been most disappointing is not the technical problem itself. Software problems happen. It is the complete lack of meaningful support around it. I was never proactively notified that this was a known issue. I discovered it myself only after appointments had already been booked incorrectly. Before realizing it was an Acuity problem, I spent considerable time checking my own settings and trying to determine what I had done wrong. I've now been in contact with support for more than three weeks. To their credit, support representatives have responded quickly. Unfortunately, I have sent the same practical questions repeatedly and none of them have actually been addressed. I have simply continued to receive versions of “we are working on it.” I've asked how businesses are supposed to continue scheduling in the meantime, whether existing appointments will correct themselves, whether clients will be notified if appointment times change, how I am supposed to identify every affected appointment, and how to prevent double bookings while this is unresolved. These are not minor questions when a business books clients months in advance. The burden of identifying affected appointments, contacting clients, correcting scheduling conflicts and preventing double bookings has effectively been placed entirely on the business owner. Quick replies from customer support are appreciated, but responsiveness is not the same thing as support. Telling a business repeatedly that something is being worked on, while providing no practical way to manage the consequences in the meantime, is not adequate. This issue has cost me a significant amount of administrative time and has created unnecessary confusion with client scheduling. Acuity is software that businesses rely on specifically to prevent these kinds of scheduling problems. When something this significant happens, I expect much better communication, guidance and accountability.

The actual human I interacted with was 100% helpful the first time around. It was annoying to have to get wrong answers from AI before being able to get a human.

I think it would be really great if you could change the scheduling system so that I don't need to assign sessions to clients when I schedule for them. And also the system where clients have to log in in order to see all they schedule doesn't seem to make sense. The representative helped me figure out how to do this on the back end, but there isn't like a default setting that I can just check.

Quick response and super helpful.

Quick responses. Polite and helpful attendants. More or less user -friendly for people with limited software/computer knowledge.

Most of your support are quite supportive, but I have not received a reply for a few days. After a few days later, I have received and it worked.