Acuity Scheduling

⭐ 1 STAR

⭐ 1 STAR — I WOULD NEVER RECOMMEND ACUITY TO ANOTHER STYLIST OR SMALL BUSINESS OWNER I have used Acuity for years to run the scheduling for my salon, and I genuinely cannot express how much unnecessary stress this company has caused me over the years. The scheduling software itself is one thing. The real nightmare begins the moment you have a serious problem and actually need help. As a salon owner, my scheduling system is not a hobby — it is how my employees and I run our business every single day. When something goes wrong, I need to be able to reach an actual person who can help me solve it. Instead, I have spent countless hours going back and forth through support emails, screenshots, screen recordings, links, and repetitive troubleshooting without getting the actual help I need. My current experience has been the final straw. I am trying to leave Acuity and transfer my salon’s scheduling data to another company. I specifically set aside an hour of my already extremely busy workweek for an appointment with the new company to transfer my data. We couldn’t complete the transfer because I cannot get password access to the Acuity account that actually contains my salon schedule. If I use Google to sign in, I am taken to a DIFFERENT account without my scheduling data. If I try to reset the password for the account I actually need, I get sent in circles. Now employees in my salon are also having trouble accessing the schedule they need to do their jobs. And what happens when I contact support? More emails. More requests for screenshots. More requests for screen recordings. More back-and-forth. I need someone who can work with me IN REAL TIME and help me regain access to my own business account and data. I should not have to become my own IT department just to access a scheduling system I have paid to use for years. What makes this especially frustrating is that Acuity is marketed specifically toward appointment-based businesses. Hair stylists, salon owners, estheticians, massage therapists and other service professionals depend on their calendars to operate their businesses. When there is an urgent account-access problem, waiting through an endless email support chain is simply not good enough. I have been a hairstylist for 20 years and a business owner, and I would NEVER recommend Acuity to another stylist after my experience. If you’re considering Acuity for your salon, please understand that the real test isn’t whether the calendar works when everything is going smoothly. It’s what happens when something goes seriously wrong and your business depends on getting help. That experience has been absolutely miserable for me. After years of frustration, I am finally trying to move my business elsewhere — and unbelievably, even THAT has become difficult because I cannot get the help I need to access and transfer my own data. I wish I had switched scheduling companies years ago.

I accidentally signed up and you took…

I accidentally signed up and you took my money every month even though I never once used the service.

AnyaUnited States · 9 reviews · Verified · Experienced 2026-08-27 · Posted 2026-08-28

I use it for my company bookings

I use it for my company bookings! It works great, when you understand the backend

Quick and effective

Flawless but getting costlier by the year

This is one of the most complete and comprehensive scheduler apps. I have been using it now for five years and just love it. I just wish they made subscription for users outside the US and Canada easier, since from India I always have an issue paying their annual dues

I really wanted Acuity to work for our…

I really wanted Acuity to work for our business, and unfortunately it didn't. We moved our booking system to Acuity on August 8 and ultimately moved away from it on August 23. The scheduling platform itself had features we liked, but we ran into a major issue with properly tracking Google Ads conversions through our booking and checkout process. This wasn't a minor feature for us. We rely on Google Ads for part of our business, so being able to accurately track which ads result in completed bookings is essential. I spent more than a week troubleshooting the issue, including working with both Acuity support and Google Ads/Google support. Despite a significant amount of time and effort from everyone involved, we were unable to get the Acuity setup to reliably handle the tracking we needed. Ultimately, we had to move our booking system back to our previous platform. The most disappointing part is that I had paid for Acuity annually, expecting it to be a long-term solution, and after only about two weeks of use I won't be using the service going forward. I don't think Acuity is necessarily a bad scheduling platform, and it may work very well for businesses that don't depend heavily on Google Ads conversion tracking. But for a small business that does, this became a dealbreaker. I wish the limitations around advertising attribution and conversion tracking had been clearer before we made the switch. Update: After posting this review, Acuity's customer service team reached out to me directly. Although I had been told when canceling that I was two days outside the refund window, they were able to process a full refund of my subscription. The refund has now been received. While the Google Ads conversion-tracking issue ultimately means Acuity still wasn't the right platform for our business, I genuinely appreciate the way their customer service team handled the situation after the fact. Refunding the annual subscription after only a couple of weeks of use was fair and absolutely improved my overall impression of the company.

User experience and booking process

User experience and booking process, as well as communication.

Pretty reliable but still some unresolved glitches

Kind of weird time to be asked to leave a review, as we just had to update to it being Squarespace now… In general, I find Acuity easy to use, and reliable. However there are various glitches, mostly having to do with how appointments are displayed, that I have conveyed to support in the past few years that have never been corrected. Hoping that things will improve soon

The Acuity team was very responsive and…

The Acuity team was very responsive and patient with all my questions!

Acuity is fantastic!!

Acuity is just soooo easy to use. I'm not technical at all but it's super intuitive and the Chat help people are LOVELY and super helpful! Highly recommend!! x

Elwynn F response time was fast and he…

Elwynn F response time was fast and he solved the issue immediately

My account keep going out and I am…

My account keep going out and I am going through the most to get my account back that’s associated with acuity . There is no direct customer service and everything is email or AI and that’s not the customer care a paying person needs. It’s getting ridiculous and I can’t seem to set up my schedule sooo this matter. I’m losing out with your company.

DanielleUnited States · 1 review · Experienced 2026-08-19 · Posted 2026-08-19

Not providing the services they promise

I chose Acuity for my massage therapy business because of its scheduling, memberships, intake forms, and communication features. Unfortunately, my experience has been extremely frustrating. For approximately six weeks, my SMS verification has remained pending, preventing me from customizing my text reminders. This has caused missed appointments and confusion for my clients. I contacted support on July 29 and again recently. Both times, Acuity acknowledged that they are experiencing a known issue with SMS verification remaining pending for extended periods, but they cannot provide any timeframe for a fix. Another important thing to highlight, you can't speak to a customer service agent. All correspondence is through email. I'm told to use email reminders as a temporary workaround. Unfortunately, this is not a workable solution for me. Other booking platforms—including free options—offer customizable SMS without this lengthy process. Acuity has good features, but this experience has been unacceptable for a small business. I will be switching to another platform if this issue isnt resolved within a couple days.

Great Service and Support

Always provide clear support and never let you leave until you are fully happy with the support - now that is customer service! Highly recommend.

Great support and very patient!

I love this platform, will continue to use it.

I love this platform 🥰

Thank you

Thank you! Great user experience and booking experience. Prompt reply with my issue!

Very happy

Coraline was extremely helpful and friendly. The suggestions she gave me to troubleshoot worked right away and my problem is solved.

The last customer representative is…

The last customer representative is patient, made me feel it was ok to ask questions so I could understand what the problem is. She is thoughtful in her questions to help me understand what the situation might be.

Pay for top tier subscription for api? Crazy.

Acuity should allow access for small businesses to the api. What reason apart from a money grab would prevent acuity allowing access to the customer data through api? Nuts.