3 months of failures
3 months of failures. £1,500 in costs. 20% revenue loss. Still no fix. We migrated to Momence in January 2026. Since day one it has been a catalogue of failures that have cost us money, damaged our reputation, and wasted months of management time. Onboarding failures: - Old booking system left live on our website after migration - Future bookings not properly migrated - Gift cards not migrated — customers couldn't redeem them. Cards purchased after migration also didn't work - Schedulers not split by site as requested — customers turned up at the wrong location, resulting in three negative Google reviews - We were promised we wouldn't need to manage the website transition. We ended up paying £1,500 to external developers to fix Momence's incomplete setup - A training session was missed with no notice. Calls to resolve issues were refused We formally escalated in January. We were passed from James to Matteo (Director of Onboarding). Issues remained unresolved when the onboarding support window closed in February. Booking bug (March 2026): A system bug started booking multiple customers as one person, causing sessions to overbook. We had to refund customers and send mass apology emails. We've had to cap sessions to 1 booking per person as a workaround — costing us roughly 20% of session revenue. When raised urgently, we were told "Engineering is looking into it." Weeks later, still no fix. Chat support do not understand the product and we are forced to go through explaining the situation each time we chase the issue. We are a small business. Every one of these failures hit our customers directly. We chose Momence in good faith based on what we were sold. We would not recommend this platform to other small businesses.