Treatwell: Beauty Bookings

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

UNLOCK ALL INSIGHTS

Treatwell: Beauty Bookings

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
Right-facing arrow

All Insights

Dashboard mockup

TOP INSIGHTS

A weekly roundup of Treatwell: Beauty Bookings's key feedback

1

Customer Support Issues

A significant number of users, approximately 20%, report difficulties in reaching customer support for issues like refunds and cancellations. The app's reliance on chatbots and lack of direct contact options frustrates users seeking timely resolutions.

I tried contacting them multiple times through the app and by email, but no proper follow-up has been provided.

2

Appointment Cancellations

Around 15% of users experience unexpected appointment cancellations, often without timely notification. This leads to wasted time and inconvenience, as users arrive at closed salons or find their appointments unfulfilled.

I booked two massage appointments for Mother’s Day, both were cancelled the night before.

3

App Performance Problems

Approximately 10% of users report issues with the app's performance, including slow loading times, login difficulties, and app crashes. These technical problems hinder the booking process and overall user experience.

App not working, very slow. Tried to reinstall it but the issue is still there.

4

Refund and Payment Issues

About 12% of users face challenges with refunds and unexpected charges. Users report being charged for services not rendered and difficulties in obtaining refunds, leading to dissatisfaction and distrust.

I still haven’t received my refund. The customer service is incredibly slow and unresponsive.

Go from analysis to action-ready insights, fast.

Book Demo

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Fresha
Fresha receives high praise for its ease of use and convenience, with users appreciating the ability to book appointments quickly and securely. However, some users report issues with app functionality and customer support, particularly regarding cancellation fees and login problems.

#2 RUNNER UP

Booksy
Booksy is well-regarded for its user-friendly interface and the convenience it offers both clients and professionals. Users appreciate the organized scheduling and reminders, though some express frustration with customer service and unexpected charges.

#3 Straggler

Treatwell: Beauty Bookings
Treatwell is appreciated for its wide range of salon options and ease of booking, but users have mixed feelings about the app's fees and customer service. Some users find it convenient and efficient, while others are frustrated by technical issues and lack of support.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Fresha
#1 Users Choice
Fresha receives high praise for its ease of use and convenience, with users appreciating the ability to book appointments quickly and securely. However, some users report issues with app functionality and customer support, particularly regarding cancellation fees and login problems.
Booksy
#2 Runner-up
Booksy is well-regarded for its user-friendly interface and the convenience it offers both clients and professionals. Users appreciate the organized scheduling and reminders, though some express frustration with customer service and unexpected charges.
Treatwell: Beauty Bookings
#3 Straggler
Treatwell is appreciated for its wide range of salon options and ease of booking, but users have mixed feelings about the app's fees and customer service. Some users find it convenient and efficient, while others are frustrated by technical issues and lack of support.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn moreBook a call

Join our next webinar, no camera needed

Nuggets

Major Highlights of the Week

Refund Issues
Users face significant challenges in obtaining refunds, with the app's support being slow and unresponsive, leading to unresolved financial disputes. This lack of efficient refund processing undermines user trust and satisfaction.
I still haven't received my refund after two weeks, and customer service is unresponsive.
Appointment Cancellations
Appointments are frequently canceled without proper notification, leaving users frustrated and inconvenienced. The app's failure to ensure reliable bookings diminishes its core value proposition.
My appointment was canceled last minute, and I received no compensation or accountability.
Customer Support Gaps
The app lacks direct customer support channels, relying heavily on ineffective chatbots, which frustrates users seeking assistance. This gap in customer service accessibility leads to unresolved issues and dissatisfaction.
There's no phone number or email for support, only a chatbot that leads nowhere.
Technical Glitches
Users experience frequent technical issues such as app crashes and login problems, which hinder their ability to use the service effectively. These persistent glitches compromise the app's usability and reliability.
The app won't let me log in or even reset my password.
Unverified Providers
The platform allows unverified service providers, leading to scams and unreliable services. This lack of vetting damages the app's credibility and user safety.
I booked a stylist who didn't exist, and the app offered no help.
Inflexible Payment System
The app's payment system is rigid, often charging users upfront and complicating refunds, which frustrates users who prefer more flexible payment options. This inflexibility in handling payments and refunds is a major pain point.
I was charged for a service I didn't receive, and the app won't refund me.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Refund Issues
Users face significant challenges in obtaining refunds, with the app's support being slow and unresponsive, leading to unresolved financial disputes. This lack of efficient refund processing undermines user trust and satisfaction.
Appointment Cancellations
Appointments are frequently canceled without proper notification, leaving users frustrated and inconvenienced. The app's failure to ensure reliable bookings diminishes its core value proposition.
Customer Support Gaps
The app lacks direct customer support channels, relying heavily on ineffective chatbots, which frustrates users seeking assistance. This gap in customer service accessibility leads to unresolved issues and dissatisfaction.
Technical Glitches
Users experience frequent technical issues such as app crashes and login problems, which hinder their ability to use the service effectively. These persistent glitches compromise the app's usability and reliability.
Unverified Providers
The platform allows unverified service providers, leading to scams and unreliable services. This lack of vetting damages the app's credibility and user safety.
Inflexible Payment System
The app's payment system is rigid, often charging users upfront and complicating refunds, which frustrates users who prefer more flexible payment options. This inflexibility in handling payments and refunds is a major pain point.

Quotes of the week

Hear from some of the most impactful users to drive changes

Booking appointments through the app is very convenient, however if you experience any problems with getting a refund, be warned that the only way to complain is via the chat bot, which often leads nowhere. There’s no phone number or email address. Contacting the salon directly is actually safer!
Elsp9
Honestly, book directly with the salon than this app. They cancelled my appointment and the app wouldn’t even say it was cancelled, and then to compensate that I went there wasting my time, they offered 15% off seriously? Doesn’t even pay the petrol of my waste time. Just very poor, the only thing this is useful for is for appointments and it failed. Never again. Try Booksy instead
sararmchaves
Be aware that service providers can simply not show up at the scheduled time, and the platform takes no responsibility for it. I arrived at the salon and it was closed — the 5-star rated therapist never came and didn’t even answer the phone. I wasted hours getting to my appointment, only to find out that — with no compensation or accountability.
violet667

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to salesGet started

Join our next webinar, no camera needed

Start your 14-day free trial today.
Chat to sales
Get started

The quotes of the week

Hear from some of the most impactful users to drive changes
Booking appointments through the app is very convenient, however if you experience any problems with getting a refund, be warned that the only way to complain is via the chat bot, which often leads nowhere. There’s no phone number or email address. Contacting the salon directly is actually safer!
Candice Wu
App Store
Honestly, book directly with the salon than this app. They cancelled my appointment and the app wouldn’t even say it was cancelled, and then to compensate that I went there wasting my time, they offered 15% off seriously? Doesn’t even pay the petrol of my waste time. Just very poor, the only thing this is useful for is for appointments and it failed. Never again. Try Booksy instead
Kelly Williams
Google Play
Be aware that service providers can simply not show up at the scheduled time, and the platform takes no responsibility for it. I arrived at the salon and it was closed — the 5-star rated therapist never came and didn’t even answer the phone. I wasted hours getting to my appointment, only to find out that — with no compensation or accountability.
Koray Okumus
Google Play

Discover Anecdote’s all-in-one customer experience platform

Feedback Search
AI Tagging & Prioritization
Surveys
Reports
Competitor Analysis
Feedback Alerts

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

Whatsapp logo
Gmail logo
SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Gmail logo

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore
Anecdote logo
US flag
Palo Alto, California, USA
System normal
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
GDPR badgeAICPA badge
© Copyright 2025 Anecdote
About
Integrations
T&Cs
Security
Privacy policy