I hate that I even have to make this review. For reference I have a wellness business that has been open for 7.5 years. I have previously been with Booker/MindBody and had been looking to switch for about 2 years because of lack of growth/features, reporting functions and stability with the system. I did several demos with Zenoti and actually didn’t switch because I was waiting for their AI capabilities to get better. Once they improved these capabilities, I did another handful of demos and talked to other customers before finally deciding to migrate. I was so confident after my demos and a couple years of research that I even asked to sign a multi year contract to lock in our price. I was very excited. Turns out, this has been the worst decision I have ever made for my business. From the get go, I realized this was not going to go the way I had planned. I know every scheduling migration is not going to be smooth but this was another level. Every step of the way, from demo to implementation to actual go live, I explained my business and how we work over and over. It was very clear and continues to be clear that no one is actually listening to what I am saying. I have dealt with feature after feature not actually delivering and even being promised that a feature existed when doing the demo and it turning out that it actually didn’t. The Zenoti team went ahead and created this feature and I thought it was just delayed but it turns out they told me they created it specifically for me. You would think this would be amazing but it turns out that by turning this feature on, it disabled my customers from booking back to back appointments. Again, Zenoti didn’t listen to how my business worked because about 85 to 90 percent of my customers book back to back appointments. I started my migration in October and went live in February mainly because we had to go back and do a TON of work to make the system usable for my go live date. This feature was put in place a couple months ago and it is still not fixed. My business is still suffering. We continue to have issues that could have been taken care of in our initial demos or initial implementation if anyone had actually taken the time to listen to what I was saying and know my business even an ounce. The system is incredibly confusing and not straight forward at all so support is highly needed. There is a support chat and support e-mail but no phone number. This is on me that I did not realize this before we migrated but it is incredibly incredibly difficult to get the help you need if something is seriously wrong. This review only touches the high level main issue but we have many other problems with the system. I am incredibly disappointed and don’t want another business to go through the same thing. I am desperately hoping things will turn around and I can edit this review.
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All-in-one, cloud based software for spas, med spas, salons, yoga studios and fitness centers. Spa software & salon software that manages every aspect of your business, resulting in easier operations, improved customer experiences and business growth.
