Treatwell: Beauty Bookings

User Experience Report

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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.
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TOP INSIGHTS

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

1

Customer Support Issues

A significant number of users, approximately 15%, report dissatisfaction with Treatwell's customer support, particularly in handling refunds and cancellations. Users express frustration with the lack of direct contact options and ineffective chatbot assistance.

The only way to complain is via the chat bot, which often leads nowhere.

2

Appointment Reliability

Around 10% of users experience issues with appointment reliability, where salons fail to honor bookings, leading to wasted time and inconvenience. This lack of accountability from the platform is a major concern.

Service providers can simply not show up at the scheduled time, and the platform takes no responsibility for it.

3

Technical Glitches

Approximately 8% of users face technical issues with the app, such as login problems, slow performance, and connectivity errors, which hinder their ability to use the app effectively.

App is not working or allowing me to log on.

4

Limited Salon Options

Some users, about 5%, find the app less useful in areas with fewer salon options, indicating that the service is more suited to larger cities.

Not that many salons in my area to choose from. Definitely more suited to large Cities.

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COMPETITORS ANALYSIS

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#1 USERS CHOICE

Fresha
Fresha receives high praise for its user-friendly interface and excellent customer service. Users appreciate the ease of booking appointments and the professionalism of the staff at various salons. However, there are occasional complaints about misleading advertisements and voucher issues.

#2 RUNNER UP

Treatwell: Beauty Bookings
Treatwell receives mixed feedback. While many users find the app easy to use and appreciate the convenience of booking appointments, there are significant complaints about technical issues, poor customer service, and problems with appointment cancellations and refunds.

#3 Straggler

Booksy
Booksy is generally well-received for its straightforward booking process and reliable service. Users appreciate the app's functionality and the quality of service at the salons. However, some users have experienced issues with appointment confirmations and customer 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 user-friendly interface and excellent customer service. Users appreciate the ease of booking appointments and the professionalism of the staff at various salons. However, there are occasional complaints about misleading advertisements and voucher issues.
Treatwell: Beauty Bookings
#2 Runner-up
Treatwell receives mixed feedback. While many users find the app easy to use and appreciate the convenience of booking appointments, there are significant complaints about technical issues, poor customer service, and problems with appointment cancellations and refunds.
Booksy
#3 Straggler
Booksy is generally well-received for its straightforward booking process and reliable service. Users appreciate the app's functionality and the quality of service at the salons. However, some users have experienced issues with appointment confirmations and customer support.

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Nuggets

Major Highlights of the Week

Dark Mode Absence
The app lacks a dark mode feature, which is a standard expectation for many users seeking a comfortable viewing experience in low-light conditions.
The app doesn't have a dark mode, which is disappointing.
Refund Process Issues
Users face significant challenges in obtaining refunds, with the app's customer service being slow and unresponsive, leading to frustration and dissatisfaction.
It's been over two weeks and I still haven't received my refund, with no proper follow-up from customer service.
Appointment Cancellations
Appointments are frequently canceled without proper notification or compensation, undermining user trust in the app's reliability for booking services.
My appointment was canceled without notice, and the compensation offered was inadequate.
Customer Support Gaps
The app's customer support is inadequate, with no direct contact options like phone or email, leaving users reliant on ineffective chatbots.
The only way to complain is via the chat bot, which often leads nowhere.
App Performance Issues
The app experiences performance issues such as slow loading times and login problems, which persist even after reinstallation attempts.
The app is very slow and doesn't allow me to log on, even after reinstalling.
Service Provider Accountability
Service providers can fail to show up for appointments without repercussions, and users are unable to leave negative reviews, suggesting a lack of accountability.
Service providers can simply not show up, and there's no way to leave a negative review.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Dark Mode Absence
The app lacks a dark mode feature, which is a standard expectation for many users seeking a comfortable viewing experience in low-light conditions.
Refund Process Issues
Users face significant challenges in obtaining refunds, with the app's customer service being slow and unresponsive, leading to frustration and dissatisfaction.
Appointment Cancellations
Appointments are frequently canceled without proper notification or compensation, undermining user trust in the app's reliability for booking services.
Customer Support Gaps
The app's customer support is inadequate, with no direct contact options like phone or email, leaving users reliant on ineffective chatbots.
App Performance Issues
The app experiences performance issues such as slow loading times and login problems, which persist even after reinstallation attempts.
Service Provider Accountability
Service providers can fail to show up for appointments without repercussions, and users are unable to leave negative reviews, suggesting a lack of accountability.

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.
misskey123
I booked two massage appointments for Mother’s Day, 5 days in advance. Both were cancelled the night before the morning appointments. When contacting Treatwell customer service about this they blamed the venue, took no responsibility, and offered me nothing in response. If you can’t have faith in a confirmed appointment, then what is the point of this app?
Odjuns

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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
I booked two massage appointments for Mother’s Day, 5 days in advance. Both were cancelled the night before the morning appointments. When contacting Treatwell customer service about this they blamed the venue, took no responsibility, and offered me nothing in response. If you can’t have faith in a confirmed appointment, then what is the point of this app?
Koray Okumus
Google Play

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