Vagaro Recenzje 

Subject: Escalation of Ongoing Service & System Issues

Hello Fred,

My name is Stacey, and I support Roland Turner, President of Pamper Me Please Travel Spa. We have been a Vagaro client since June 2024.

After evaluating several POS systems through multiple meetings and demonstrations, we ultimately selected Vagaro because we believed it was the best solution for our business. Unfortunately, our experience over the past year has been marked by ongoing technical issues, system failures, and an inability to obtain timely executive-level support when problems arise.

Some of the issues we've experienced include:

Faulty hardware that ultimately had to be replaced.
Multiple system outages during peak business hours, forcing us to process transactions through Square because we were unable to check clients out using Vagaro.
Numerous payroll issues, particularly in the beginning, where payroll did not process even after it had been submitted.
An unresolved issue dating back to April where our client health waiver forms do not appear on the customer-facing screen, requiring us to maintain paper copies despite repeated requests for assistance.

Today, however, was particularly concerning.

I was notified that one of our contractors had not been paid. After investigating, I discovered that although the contractor worked July 25–31, those services were not included when payroll processed. As a result, the contractor was not paid today.

When I contacted Vagaro for assistance, I was unable to reach a live representative and instead had to leave a voicemail. This left me in the unfortunate position of having to tell one of our contractors that I could not even speak with someone until the following day—and even then, there was no assurance the issue would be resolved.

This raises several concerns:

How are businesses expected to operate when critical payroll or POS functions fail and immediate support is unavailable?
What escalation path exists for customers experiencing business-critical system failures?
Why have there been so many outages, downtime incidents, payroll errors, and unresolved technical issues throughout our time as a customer?

As an airport business, our operations depend on reliable technology. When the POS system fails, we are checking in travelers who are on tight schedules, processing payments, managing appointments, and ensuring our contractors are paid accurately and on time. These recurring issues directly impact our reputation, our employees, our contractors, and our customers.

At this point, we are requesting that someone with the authority to resolve these ongoing issues contact us directly. We need a dedicated point of contact who can help address the recurring problems and ensure our business has the level of support we expected when choosing Vagaro.

We invested in Vagaro because we believed it would help streamline and grow our business. Instead, we've spent an inordinate amount of time troubleshooting issues that should not continue to occur.

I appreciate your prompt attention to this matter and look forward to hearing from you soon.

Sincerely,

Stacey
On behalf of Roland Turner
Pamper Me Please Travel Spa LLC

This company does not care about small businesses. They allow you to open an account and process sales, and then can subsequently tell you the product you are selling is not supported and refund all your customers leaving you out thousands of dollars. Their support does not get back to you fast, and when they finally do, they will say they their decision is final and have a nice life. Their practices are not only unethical, but completely asinine. If they want to claim your account is on hold until you confirm what product you are selling, then you should not be able to use your account to process sales. This would avoid all of the trouble and hardship they are causing to small businesses. They are the direct cause of the loss of money and inventory, and if they had implemented common sense business practices this would all be avoided.

Clients can never book! I have been told 8 times this week alone that they haven't been able to book. This week alone. I have googled this and can see this is a common problem with Vagaro. So incredibly frustrating as now having to look for another platform and all of the work it takes to do that. - regarding all of their 5 star reviews - whenever you talk to customer support they ask you every single time to leave a review - you could simply ask them how to find the client list in the app - once they tell you, they then ask you to leave a review that they are helpful....hence all the good reviews, many which I left myself which I've now gone back and deleted.

Highly recommend Jack - he helped set up a multi functional booking system for our salon with 8 stylists. He was patient, knowledgeable and an asset to Vagaro. Thank you Jack

I would not recommend Vagaro to any business that cares about flexibility, transparent pricing, or being able to leave without a headache.

Migrating away from the platform has been incredibly tedious. The process feels unnecessarily difficult, almost as if the system is designed to discourage you from leaving once your business is fully set up inside it. Instead of making data portability and transition support straightforward, the experience has been frustrating, slow, and full of friction.

Support has also been disappointing. When you need real help, the responses feel passive and unhelpful, with little urgency or ownership. For a platform businesses depend on daily, that lack of practical support is a serious problem.

The pricing is another major issue. Vagaro seems to charge extra for almost every feature, and the costs add up quickly. Multi-location pricing is especially frustrating because they appear to treat each location almost like a separate business, even when it is part of the same company. That structure makes the platform feel overpriced and punishing as you grow.

Overall, Vagaro may look convenient at first, but the long-term experience has felt expensive, restrictive, and difficult to move away from. I wish we had understood the lock-in and pricing structure more clearly before committing.

⭐⭐⭐⭐⭐

I don’t normally leave reviews, but Owen absolutely deserves one.

I contacted Vagaro at what was already a very stressful time for my business. I had genuine concerns about marketplace fees, protecting my existing booking links, and making sure years of marketing materials, Google listings, business cards and signage wouldn’t suddenly become obsolete.

Rather than giving me a generic customer service response, Owen took the time to really listen and understand the situation. He kept me updated throughout, escalated my concerns directly to the CEO and product team, and worked incredibly hard to find a solution that protected my business.

Thanks to Owen, the changes were implemented so I could leave the marketplace without affecting my direct booking link, exactly what I had been hoping for. He also made sure other issues, including outdated branding, were resolved quickly.

It’s rare to find customer service where someone genuinely takes ownership of a problem from start to finish. Owen’s communication was excellent, he always kept his word, and I genuinely felt he cared about getting the right outcome rather than simply closing a support ticket.

Thank you, Owen. You turned what could have been a very frustrating experience into a positive one, and you’ve restored my confidence in Vagaro.

I onboarded with Vagaro in June/July and was assigned to Carl to look after me during the set up process.

I wanted a system that would allow customers to book my head spa services at any time as I also work full-time in the ambulance service and there's no way I could manage a physical diary! The system integrates with my payment system and reviews.

The system has loads of great features that you can get as much or as little as you want out of - it has a free marketing system which allows you to email customers before their appointment/after or to send a general marketing email. These can be designed from existing templates or fully customised.

I use the forms feature to handle all my consultation and consent forms and that works great, the form was easy to design and set up, forms are sent to customers and I'm notified when they're complete.

Overall the system does has loads of great features that are really worth the money - but best of all was the customer service I received from Carl. We had 3 or 4 one to one video call sessions where he walked me through how to set the system up - showing me the features and letting me ask questions as we went. He was on hand for any teething problems I had via WhatsApp and replied really quickly - like within minutes (in working hours of course!) which as a brand new business owner with zero head space left was invaluable.

Customers tell me they like the booking system itself and find it easy to use. They really like the automated email I've set up to send prior to their appointment which gives them all the info they need about location and what to bring etc.

Overall I'm really happy with my choice to go with Vagaro, it's a great system packed full of features and the customer service is second to none.

Overcharged on fees, overcharged on marketplace fees when it had been turned off so my 5th complaint goes in.
Only ever had a handful of new clients from their marketplace until they started charging 20% then had loads in a few days.
Hours and hours of stress and extra work finding charging discrepancies that was costing us.
Functions are glitches, it goes down a lot, they try to blame you for their system problems until your prove it's them.
The system needs workarounds all the time to make things happen. I have spent more money on admin to find ways to make what should be standard things work. This system had cost me upwards of £200 a month and isn't fit for purpose and support will just try to push back to you when you complain. Avoid

Every time I try to make or reschedule an appointment, it tells me I have multiple tabs open on the same browser and won't let me continue. I have no other tabs open, have cleared my cache and also restarted my computer. I have had this issue on a laptop, desktop and on my phone. I waited on hold for 20 minutes with customer service, and then they had no solution and asked to remote into my computer. Not happening. I've found another similar business to work with for my training sessions since I don't have endless amounts of time to schedule an appointment through Vagaro.

I reserved a spa day for my wife. Added the tip. Vagaro charged me for the tip twice. Contacted the vender, contacted to company... No one will help. Guess I'm out 40 bucks.

I received a marketing email today from Vagaro having never signed up to them. I tried to unsubscribe following the link at the bottom... but it takes you through to a page where you need to create an account in order to unsubscribe. I'm quite sure this illegal in accordance to GDPR UK regulations. Vagaro, pls fix this.

I have to say for someone like myself who has very high standards and only like to work with systems & people who are on it, Vagaro has been an amazing transition and Liam I highly recommend as someone who can mega support with making everything fast, yet completely seem less, smooth and enjoyable. It is always a big deal changing over systems particularly when you have used another system for so long as I did with treatwell, but Vagaro is by far a much more versatile and superior system and has been very well thought through for us salon owners, not to mention the customer care which has genuinely been second to none. Thank you again and again Liam for being amazing and for thinking outside the box and making sure that everything I requested was delivered with such speed and grace.

This has got to be the worse app I have ever dealt with! Do NOT use this app

Horrible! Stay away! I would suggest any other booking company. I was given false information when an agent spoke to the development team and also sent me to a supervisor. I had to reach out and have somebody else look into the issue and they did admit that I was given false information. I lost money from my client unfortunately and Vagaro did not compensate me. Also, be very careful because your deposits may be inaccurate. I had an issue again when I looked at my deposits in my bank account and the didn’t match. The agent came back and tried to explain to me, but nothing made sense. Then when I check into my transaction list, deposits, etc. Nothing is organized and labeled. Do not trust this company.

I will start off by saying that I have always hated Vagaro. I have had better user experience with Styleseat and even Square's janky online app was easier to use. Unfortunately, I have one service that only uses Vagaro so I had to get back on the app after probably 7 years. I see it is just as bad as it always has been. I bought a package and went to book. After booking I realized that I double booked myself so I went to reschedule. I wanted to remember the package that I had bought as the owner has a million packages and then has memberships so I had opened another tab to refer back to the purchased package section. Well, you can't have two tabs open or the entire site starts to malfunction. It wouldn't let me reschedule. I tried 5x even after closing the other tab and refreshing the page. I also logged out and then logged back in but it would not let me reschedule the appointment. It should not be this hard to reschedule and if I'm not rescheduling from both tabs, there should not be any issue with the site. After 7x of trying to reschedule, inclusive of logging in and out, I just closed out. I'll try another day or call.

Scam company.
I tried to cancel a subscription but they kept charging me. When I went back to cancel again they try to force you to agree to a cancellation policy and won't let me cancel unless I agree. I have written in, communicated through chat, and spoken with a customer representative.
I have the right to cancel a subscription at any point I want and I do not have to sign any cancellation agreement that includes me continuing to pay if I do not want to.

The process of joining from the start has been amazing. Very efficient, professional, quick and they even took their time to design me a new logo, which I love. I had lots of help from Liam and Estera both were very good in explaining the process, from the design of my website, to the booking system then to onboarding. They have both took the time to make sure every detail was exactly as I expected. Would highly recommend

Took entire payment instead of deposit, no booking happened. Called Vagaro said contact businesss who hasn't contacted me yet for an appt in 2 days. Money out of bank account. Ugh now have to go through the credit card company to get $ back. Never again.

Excellent customer service from Carl from the very beginning! He’s been so patient with me and made sure I’m happy every step of the way. Definitely made the whole experience easy and pleasant - thank you!

I’ve been using Vagaro for 2 years now, and I can confidently say it’s the worst booking platform I have ever encountered. The only reason I'm still using it is because it happens to be the most popular option in Canada (for now).
Aside from the endless bugs that look like they belong in software from the early 2000s, their recent updates are a complete disaster for business. They recently launched the 'Vera Fill My Book' feature. I read the documentation carefully, and there was absolutely no mention that it would force clients to make a mandatory prepayment just to book. Because of this hidden requirement, I sat for 4 days straight without a single reservation during peak season! Finally, a loyal client messaged me asking 'what is this?' because the system blocked them.
I immediately went in to turn the feature off, and the system redirected me to an activation page. I checked the next day, and to my horror, it was STILL active. Vagaro is complete garbage that creates massive roadblocks and destroys your revenue instead of streamlining operations, which is the entire point of CRM software. Avoid it if you can.