Gusto (gusto.com) has a 1.5 out of 5 rating on OK.one, based on 103 user reviews collected here. It is listed under Business Services and its reputation is poor. 78% of reviews are 1 star, a relatively high share; The business has replied to 86% of negative reviews. Last updated 2026-08-10.
Customer service cannot address my concern/my payroll question
We’re sorry to hear your experience with support did not meet expectations. We appreciate you reaching out to our team and apologize for any frustration caused. Your feedback is valuable and helps us continue improving the support experience for our customers.
No support , awful customer service
We’re sorry to hear you’ve had a frustrating experience with support. Providing helpful and reliable customer service is important to us, and we appreciate you sharing this feedback as we continue working to improve.
If I could give them Zero stars I would. Gusto should not legally be allowed to handle Medical Benefits as they have screwed it up enough times that we are shopping for other Payroll providers despite Gustos lower costs. On new Hires they have failed to file paperwork with the Insurance companies resulting in delays as well as failed to file paperwork during Renewals resulting in all of our staff losing medical benefits for a length of time, an issue they clearly do not find important.
We’re very sorry to hear about your experience and understand how serious and frustrating benefits enrollment issues can be for both employers and employees. Delays or disruptions involving medical coverage are not the experience we want anyone to have. We appreciate you sharing this feedback, and we’ll make sure it is shared with the appropriate teams as we continue working to improve our processes and support experience.
The images of beautiful meals on the menu are misleading. In fact, we received a box of ingredients and some recipie cards.
Gusto is a payroll provider based in the US. We believe this review is intended for Gousto Cooking and have flagged it as such!
A decent web interface, but... the sheer incompetence of their customer support staff is staggering. What really pushed me over the edge was when it took ELEVEN (!) of their associates to resolve what turned out to be a very simple issue.
Thank you for your feedback Stan. We appreciate you taking the time to share your experience and are sorry to hear about the frustration you encountered with our customer support, and that it took longer than expected to resolve your issue. We’ve requested some additional details so we can take a closer look and better understand what happened. Your input is important in helping us improve, and we’re committed to making things right.
I use Gusto on the employee side and find it easy to use. I appreciate the paycheck split feature and the income pie chart, which clearly shows percentage breakdowns of pay and deductions. Overall a practical payroll tool.
Thank you for sharing your experience. We’re glad to hear that Gusto has been easy to use on the employee side and that features like paycheck splitting and the income pie chart have been helpful in understanding your pay. We appreciate you taking the time to highlight what’s working well for you. Thanks again for your feedback.
I signed up expecting a straightforward contract-based one month service. Instead they charged me monthly without clear consent or notifications. Payments were silent, hard to spot in statements and continued for several months after I stopped using the platform. Canceling proved difficult with unclear steps and multiple barriers. When I reached out for a refund on unused months, support refused stating no options available. This left me feeling the company focuses solely on retaining revenue rather than supporting users and caring about people. No emails nor alerts about recurring charges. I believed it was one-time based on initial contract details. Terrible transparency and profits-first approach. Would not recommend for small businesses seeking reliable payroll or HR tools.
Thank you for sharing your experience. We’re sorry to hear about the confusion and frustration around billing, cancellation, and your interaction with our support team. That’s not the experience we want for our customers. We’d like to take a closer look at what happened and help clarify the situation. We’ve requested additional details so we can review your account, including the billing setup and communication history, and see what options may be available. Your feedback is important and helps us identify where we need to improve, especially around transparency and the customer experience.
Gusto Employee Facing Mobile App – Requested Enhancements: Need: 1. “Remember Password” option to speed up logins. Enable a persistent login session: Minimum: 24 hours, Preferred: 30 days without requiring re-authentication/login 2. When the app is accessed during a scheduled break (e.g., 10 or 30 minutes): a, 'Time' page should be the default landing page instead of the current Home page. b, Again, the app should stay logged in at least while the employee is on break for fast clock in. Response to Gusto response - I contacted Gusto Support via chat and gave my feedback there as well to the agent I chatted with about 10 days ago.
Thank you for taking the time to share this feedback — we really appreciate it and would like to take a closer look. When you have a moment, please reach out through the Help tab in your account so we can make sure your input is properly reviewed by the appropriate team.
Gusto will NOT help your small businesses if they are in times of need. If you just need a company that runs payroll and files with the government ..fine they do that through an automated system. However, If there is any need for help your company is on it own. This is exactly the situation I had. My company was having issues. I was looking for ways to cut money. Then Gusto raised my fees after a year and then again the next year. When I called to see if there was anything I could do to get it my original price they told me there was no option. When I tried to cancel they used fear and scare tactics to keep me, telling me how I wouldn't be compliant with the government. I stayed with them for another year (not running anything through Gusto) while I realized what they did was all automated NOT "heavy lifting" and I could do its on my own. When I called to cancel again they were so patronizing, getting passed from one email account to another and getting the same "billing policy" thrown in my face. My review of Gusto, is not how you are treated in good times but how I am treated during the tough moments. They will abandon you. They will make you feel dumb. They are not a part of your team. Beware! Look Elsewhere!!! HAHA! And then they reply with this BS response. DO NOT USE GUSTO. LISTEN TO THE CRITICISMS!!!
Hi there, thank you for taking the time to share your experience. We’re really sorry to hear how frustrating this situation felt, especially during a time when your business was under pressure. That’s exactly when support should feel helpful, not discouraging. We want to be clear that our goal is never to use fear or pressure to retain customers. We aim to provide transparent guidance around compliance requirements so business owners can make informed decisions, but it sounds like this did not come across that way in your case and we take that seriously. Your feedback about feeling unsupported and passed between teams is especially concerning. That is not the experience we want anyone to have. We genuinely appreciate your feedback. It helps us improve how we support businesses, especially in the moments that matter most.
We have run the payroll for almost 3 months for our employee, and they failed to filed our state taxes. we contacted them and they said its not our responsibility and talk to your CPA. DON'T HIRE THEM. They route calls outside of US.
Karl, we’re sorry to hear about your experience — we understand how frustrating tax filing concerns can be. After reviewing your account, it appears the state filings in question were not processed due to an invalid state EIN on file and no active Georgia employees during the period, meaning no tax liability was generated. In these cases, filings are not submitted automatically. We regret that this situation caused confusion and that your expectations for support were not met.
Will keep charging your card even if you cancel services. I will be disputing with my bank
Hell Angel, we are really sorry for the frustration here, I understand why this would be concerning. To clarify, once an account is canceled, Gusto does not charge for future service. Billing is applied for the prior month’s service, which is why you may see a charge after cancellation if there was an outstanding balance from the previous billing cycle. That said, we definitely want to make sure everything on your account is accurate. If you’d like, our team can take a closer look at your billing to confirm and help resolve any concerns.
My client has had an incredibly frustrating experience with Gusto. Gusto filed her 2025 940 and 941 forms using the wrong EIN number, an error that originated entirely on their end. Despite acknowledging the issue and sending multiple email confirmations stating they were “working on it,” Gusto never followed through with a single call back or resolution. Over the course of four months, my client reached out repeatedly. She completed satisfaction surveys clearly stating she was receiving poor service and no support. Still, she received no response and no corrective action. Gusto has refused to fix the filings they submitted incorrectly and will not reimburse her for the cost of having a CPA amend the forms, even though the mistake was flagged before the filing process and became their mistake. She is now left to resolve the issue on her own and pay out of pocket for Gusto’s error. This level of customer service is unacceptable for a payroll provider handling sensitive tax filings. We expected accountability and support, and received neither.
We’re really sorry to hear about your client’s experience, especially given the time involved and the impact this has had. This is not the level of follow-through we aim to provide, particularly for tax-related issues where accuracy and timely resolution are critical. We understand how frustrating it is to keep following up without a clear resolution. If you are open to it, please share more details here and we will take a closer look to help review.
It’s become impossible to reach a real person in customer service anymore. I’m now considering switching to another software provider that offers more responsive and reliable support.
Hi Natalia, we’re really sorry to hear this and understand how frustrating that experience can be. You should be able to reach a real person when you need support, and we know how important that is when running your business. This is not the experience we want for our customers. If you are open to it, please share more details here and we will take a closer look to help review what is going on.
Im still upset that your produce resulted in 3 small nails that were found in my 2 year old daughters meal. Thanks for the refund. Absolutey disgusting customer service. Claims of checking their suppliers and gave me no feedback whatsoever. I will actively discourage people from ordering from this despicable company.
Hello, We are sorry to hear this but believe you are looking for Gousto Cooking. We are Gusto a US based payroll provider for small businesses.
Absolutely the most trash app for a job i have ever had to use. Half the shit doesnt work and the other half just complicates everything. Do not use
Hi Aarin. We’re sorry to hear that your experience has been so frustrating. That’s not the experience we want anyone to have when using Gusto. We understand how important it is for things to work smoothly and simply, especially when it comes to payroll and workplace tools. Hearing that parts of the app felt broken or overly complicated is something we take seriously. Thank you for your feedback.
Having worked with numerous payroll and HR systems, Gusto stands out as the best. The platform is intuitive and easy to navigate, and the customer service is truly exceptional, responsive, knowledgeable, and consistently helpful.
Hi there, thank you for sharing this. It means a lot to hear that Gusto stands out in your experience, especially given your background with other payroll and HR systems. We’re glad the platform has been intuitive and easy to navigate, and we really appreciate your kind words about our customer support team. Being responsive and helpful is something we work hard to deliver every day. Thanks again for taking the time to leave a review and for being part of Gusto.
This is one of the worst companies I have had to rely on for my business. They will misfile taxes, bounce checks, and getting ahold of ANYONE to actually help you sort ANY problem is a miserable experience. IF you get through to a human, it's someone overseas who cannot actually do anything but "take your information and open a ticket". You will then receive an email response that doesn't even come close to solving your problem. In other cases they are completely an utterly misleading. They will flat out refuse to call you. When they mess up your tax filings, it will take them WEEKs to send you a message that has nothing to do with your ask. Every single one of our problems and subsequent support requests has been hell on earth. Avoid depending on this company. EDIT: Gusto replying to this review without reading it stating "feel free to reach out to our support staff who can help" shows you just how worthless they are. The review is explicitly complaining about how the support staff cannot/will not fix issues.
Thank you for sharing your feedback. We’re sorry to hear about your experience and understand how challenging this must have been for your business. This is not the level of service we aim to provide. Our support team is equipped to assist with issues like these, and we’d like the opportunity to help make this right. Please reach out through the Help tab in your account so we can take a closer look and work toward a resolution with you.
We set up transition payrolls after hiring a new team in a new location we just got approved to serve. Gusto was unable to handle the new location and applied nonsensical logic by adding a forced transition payroll that from the day they were hired said pay was 3 days overdue. We pay nearly 1k a month for this service and have spent tens of hours trying to get them to fix the transition payroll logic. They can't because the error is in their code. They admit this. For our trouble we were reimbursed $120. We had to pay staff to manually do payroll and they still took the 1k subscription fee we pay for next day automated payroll while we paid staff to do it manually due to an error in their code. I have screenshots of them admitting this which I'll be sharing in every small business group I'm in.
Hello Givona, Thank you for your feedback and for being a Gusto partner. We’re sorry for any inconvenience this experience has caused and understand your frustration. We’ve shared an option to run an off-cycle payroll to help pay employees promptly. Please reach out through your open support case so we can continue supporting you.
As an employee I have to say Gusto is the worst payroll service ever. Payday is today. In every single job I’ve had since direct deposit was born, you wake up and your money is in your account. With gusto, it can be hours or all day. I actually wish I got a paper check because that would be quicker than waiting for them to cough up my money that I’ve earned. When is pay day not your payday? Only when you use gusto and they can pay you so late that you can’t even go to the bank on your payday.
Thank you for sharing your experience. We are sorry to hear about the frustration around the timing of your pay. We understand how important it is to have funds available when you expect them. While Gusto processes payroll based on the schedule set by an employer, the exact timing of when funds appear in an employee’s account can vary depending on several factors, including the employer’s selected payroll timeline and the employee’s bank processing times. That said, we recognize that delays can be stressful, and we appreciate you taking the time to share this feedback. It helps us continue improving the experience for both employers and employees. – Gusto
Stay far far away from Gusto. Customer service is the worst. Even if you pay for the dedicated representative, they don't respond to you for weeks, if ever. They have messed up our payroll on more than one occasion, removed pay after submission of numbers, wiped out our PTO and are unable to get our numbers back, you can't submit a secondary payroll while another is open if you have to pay a fired employee, the system can't track bonuses...the list goes on..Stay away!
Hi Stephanie, Thank you for taking the time to share your experience. We are very sorry to hear about the issues you have encountered, especially with payroll accuracy, PTO balances, and delays in support. This is not the experience we want for our customers. We do see that you have an open support case (42538550), and your concerns are actively being worked on. A dedicated team member has been assigned to your case and is focused on addressing each of the items you raised and helping get things back on track. We understand how impactful these issues are for your business, and we appreciate you bringing them to our attention. Your feedback is being taken seriously and shared with the appropriate teams. Please continue to work through your open case so we can ensure everything is properly tracked and resolved. – Gusto
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