ZENOTI

“Unauthorized billing after documented cancellation”

Pros

Zenoti offers a comprehensive, all-in-one platform for scheduling, POS, client management, and reporting. It is designed to support complex and multi-location spa and clinic operations.

Cons

Billing and cancellation handling. Despite providing clear written notice and receiving acknowledgment from Zenoti, my account continued to be charged after the stated cancellation date. Resolving billing issues required repeated follow-ups and escalation.

“Improved our business operations”

Pros

We couldn't be more pleased with Zenoti! It replaced four different systems we were using to manage our growing functional medicine practice, and eventually made everything so much easier. Our business operations are now so much more streamlined and efficient. Plus every aspect of this platform is user-friendly. They even have Zenoti University with easy-to-understand training modules to guide you through every step.

Cons

I can confidently say there is nothing I liked least.

“Poor service and overly expensive”

Pros

I appreciate the customizable forms, but building them takes an excessive amount of time, and the Zenoti implementation team charges for assistance. And let me tell you that this is not user-friendly for small business owners.

Cons

As the manager of our med spa, I'd like to address some concerns regarding our experience with Zenoti. We've found it frustrating that certain features that should enhance platform usability come at an additional cost. Specifically, the lack of automatic notifications for low credits in email marketing has been particularly infuriating. Recently, after utilizing Zenoti for 1.5 years, we began utilizing the marketing tools, only to find ourselves inadvertently exceeding our email capacity for May 2024. While we understand the need to pay for marketing emails, it's disappointing that hitting our cap also impacts essential functions like emailing receipts, without prior warning from Zenoti. Furthermore, the response from Zenoti support was less than satisfactory, offering to add 7500 emails for an additional $200 instead of acknowledging the lack of notification. This feels unreasonable given our already substantial monthly investment in the platform, which includes charges for text messages and photo management. As a small business, I manage the backend operations alone, making efficient support crucial. Unfortunately, Zenoti's customer service primarily relies on AI responses, resulting in lengthy wait times and a lack of personalized attention. Additionally, despite our investment, we've yet to receive proactive outreach from Zenoti regarding our experience or feedback on their app. In conclusion, while Zenoti offers valuable features, the lack of proactive support and additional charges for essential functionalities detract from its overall utility and value for our business. As a manager overseeing operations at our med spa, it's important to provide a comprehensive assessment of our experience with Zenoti. In addition to the frustrations outlined earlier, it's become apparent that Zenoti's business model prioritizes larger clients, often at the expense of smaller businesses like ours. Their approach, which seems geared towards extracting additional fees for basic functionalities, suggests a profit-driven ethos that neglects the needs of smaller enterprises. This money-centric strategy, coupled with a lack of personalized support for smaller clients, reinforces the impression that Zenoti is primarily concerned with maximizing revenue rather than fostering mutually beneficial partnerships. Given these observations, I would caution fellow small business owners to carefully consider whether Zenoti aligns with their operational and financial needs. In our experience, the platform's shortcomings and profit-focused mentality make it less suitable for businesses of our scale. Therefore, I would advise small business owners to explore alternative solutions that prioritize user experience and support tailored to their specific requirements.