MINDBODYReviews 79

From the start, our relationship with MindBody has been deeply disappointing. Despite the glamorous sales pitch, the software has been riddled with problems—broken features, login errors, and failed integrations—that have made it impossible to run our business effectively. Despite reporting these issues immediately, weeks of back-and-forth yielded no resolution, and we were left with no choice but to move off the software. When we asked to cancel based on the system being unusable, we were stonewalled. We were passed between different people (none of whom had the authority to act), met with templated responses, and presented with clear evidence that our submissions weren't even being read—let alone considered. This, combined with additional research on our part, leads us to believe that MindBody operates a deliberate model targeting small businesses: trapping them in long-term, high-cost contracts, then making the cancellation process so convoluted and demoralising that people give up—even when there are clear breaches of consumer law. Their systems don't work, their customer service is performative at best, and their internal processes seem designed to stall, not support. Despite migrating away from the platform, MindBody still insists on charging us until 2027—even after acknowledging that the service we received was poor and damaging to our business. We are filing with the UK's consumer protection agencies and pursuing legal action. But we're also sharing this publicly because we believe MindBody's practices are unethical and should be scrutinised. If you're a small business considering this software, do not sign anything until you've read recent reviews and fully understood the risks.

Our experience with the platform has unfortunately been marked by repeated technical issues, systemic limitations, and insufficient customer support, all of which have had a tangible negative impact on our studio's operations, finances, and client trust. 1. Repeated Purchase of Introductory Offers
Due to a system limitation, some clients were able to purchase the introductory offer for the third time. This resulted in an uncomfortable in-person confrontation, direct financial loss from unearned discounts, and reputational damage when the client initially refused to purchase the appropriate package. 2. Incorrect Class Availability Display
On several occasions, the app has displayed available spots in fully booked classes. This has led to clients arriving onsite and being denied entry, unaware they were actually on a waitlist. These incidents reflect poorly on our professionalism and negatively affect the overall client experience. 3. Payment Failures Resulting in Revenue Loss
We frequently encounter payment issues after clients complete their bank verification step. The app often fails to finalize the transaction, causing an average monthly revenue loss of approximately 20,000 CZK. This also leads to time-consuming manual follow-ups and customer dissatisfaction. 4. Gift Voucher Redemption Errors
Clients often experience errors when attempting to redeem gift vouchers through the system. The platform either rejects valid codes or fails to apply them properly, resulting in frustration and requiring staff to resolve the issue manually—demanding time and diminishing the client experience. 5. Inaccurate and Deprecated Reporting
Reporting does not align with calendar months and instead uses a rolling 30-day window, making performance tracking inconsistent. Additionally, critical reporting tools have been deprecated without advance notice or replacement, significantly impairing our ability to make informed business decisions. 6. Unresolved Technical Issues
Numerous bugs have been reported and assigned ticket IDs but remain unresolved for months. We receive no timeline or status updates, despite persistent follow-ups. These issues continue to disrupt our operations and erode our confidence in the platform. 7. Inaccessible Customer Support
Support staff repeatedly attempt to contact us during clearly unavailable times, even though our availability is listed in the system. Requests to schedule support sessions in advance are routinely ignored, resulting in prolonged delays and unresolved matters. 8. Incorrect VAT Display During Checkout
As a VAT-registered business, it is legally required that accurate VAT-inclusive pricing is shown before purchase confirmation. The app inconsistently displays pricing—initially excluding VAT, then incorrectly suggesting the same total now includes VAT. This creates confusion and poses compliance risks. 9. Onboarding Configuration Errors
During setup, a specialist incorrectly configured our offerings as packages rather than contracts, disabling automated billing. This led to unpaid class attendance, a need for manual collection, and client dissatisfaction due to resulting service interruptions. 10. Vendor Lock-in and Unjustified Fees
Mindbody enforces strict contractual adherence while significant portions of their technology remain unreliable. Furthermore, they effectively retain ownership of customer data and request additional fees to release this data, creating a vendor lock-in situation that limits business flexibility and autonomy. Conclusion
While the platform offers some useful features, the persistent technical issues, unreliable functionality, and lack of effective customer support create considerable disruption and loss. Additionally, the business model's inflexibility and the way data is controlled raise serious concerns. We hope this feedback prompts a sincere reassessment of both the product and the company's approach to customer service and prevent others to enroll into the contract that will result in reputation and revenue loss.

I typically always always look for reviews before I ever engage with a company. Attached our better business bureau complaints that I found after I agree to try this company out. I was told that if I didn't prefer I could cancel, which is a total lie. You can't get out of a contract with this company for anything see attached. After 1 day, I reviewed some of the program and knew that this absolutely would not be a fit for me. And there's a bunch of hidden feet, please. It's not affordable and I have to do all of my own onboarding data entry, which is ridiculous for what they are charging. After reading some of the Better Business Bureau complaints. I absolutely will not move forward with this company yet. They will not cancel my contract after my request.In one day? Legally, we are entitled to a three day cooling off period. Can't even see the contents of the company until you Purchase. Total bait and switch scam. The last image is the email that i've received from "bianca" conveniently with no last name. Regarding that, they are not going to cancel my contract. If you want to spend two hundred and fifty to a thousand bucks a month on a whole bunch of work and a whole bunch of fees----

A very confusing platform full of bugs. I have taken over 800 classes through Mindbody scheduling, in person and virtually(zoom and webcast) and it's the most frustrating portal I've ever experienced.

MindBody operates with defective information, illegal rules and horrendous support. Their customer support is poor and inconsistent. Multiple service employees never have the same answer. I purchased and paid for license and merchant account in 2012 but they do not consider me the owner; they told me my employee who was hired in 2018 was the owner and was the only one who could make requests or changes. This is outrageous and illegal. I am the owner now when I want to cancel the contract as studio is closing. MindBody makes cancellation of the license and merchant account unnecessarily difficult. Their only concern is to squeeze as much money out of the business. They could care less that the studio is closing down. This is an incompetent and greedy company. Stay away from them and find a different platform.

Changes made to the business account are hard to navigate nobody can help you in customer service b/c they dont even understand what you're asking. It's effecting how I run my business as I can't find anything I need to add services or change pricing. Wish they just left the system alone now I'm looking to convert to a new company. HORRIBLE!

Makes sales promises they do not deliver on. Awful experience for your customers with the site constantly down. No support. Awful. Don't do it.

As a long time Mindbody user for my small business, we decided they were too pricey for our small business and decided to move on. This was also after the customer service went from 5 star to no stars! Hours on the phone to fix a problem with integration resulted in being told it was a glitch in the system and couldn't be fixed. We cancelled giving 30 days notice only to be told we had a contract that was up in April. We never signed any contract and they are refusing to let us out of said contract. They also cannot provide us with " The Contract" we supposedly have. We cannot remove our credit card from the system so essentially they are holding our business hostage. Please look elsewhere when searching for a software system for your business.

I've been with my body since 2008. Always were pretty good recently they decided to take it upon themselves to take the money out of peoples accounts and not use a third-party. All I can say it's below standard and actually pathetic holding money up to 9 to 10 business days, overlapping payments, and creating, a very bad system please be aware if you are using this company now we will be looking for another company and I'm sure others will follow as a small business. We cannot wait up to 10 business days to get money out of peoples accounts. A lot of people are going in a nsf now that I've never gone nsf before,mindbody should've just stayed in the game as what they were doing and not dabbled in this process. If they were not ready, I'm sure other people will be like me and be looking for new software because I know as a small business waiting 9 to 10 business days and payments. Overlapping is just not satisfactory.

From a User (not a Provider's) experience, this is a shockingly bad platform.
Laggy, bad formatting (not all options are viewable - or scrollable on the screen). And *every* time I have logged on, I have to change my password as it does not seem to remember the last one.
It costs their clients business: I now deliberately avoid using services that require you to book on this platform as it is too much of a battle to use it.
Service providers and Users alike: AVOID

Awful app. It does not work on androids. Contains empty links including Help. Whenever they "update" the app androids stop working for months at a time in spite of requests and complaints

Both my hot yoga studio and my massage therapy clinic use this mindbodyonline, which is a horrible experience. If you forget your password, good luck receiving the reset email. Tried multiple times to get a link to log into my massage clinic UI. I finally had to send an email to the clinic & they reset my password. Two days later I found I was not only logged OUT of my hot yoga app, the new password as reset by my massage therapy clinic DOESN'T work aaaand (SHOCKINGLY) yet AGAIN I've requested a link at the "forgot your password" link MULTIPLE TIMES with ZERO success. So is the moral of the story that I can only use ONE of my preferred wellness companies because this app can't handle bifurcating the platforms for its various customers?

This company was very willing to easily sign me up and take my monthly payment for four years! Now i have been on the phone for 2 hrs trying to cancel the subscription. The billing department has been in a meeting and unavailable for 2 hrs and unreachable. No supervisors can be reached to help. My payment is supposed to come out tomorrow. No one is able to guarantee that the payment will not come out, nor that someone will connect with me to reach resolution.
It is hard to believe that in a company of this size that NO ONE is available to help resolve this situation.
I asked to speak to the CEO and CFO. I was told they didn't have an extension and she didn't know what "department" "they worked in!

I spoke with them a month ago to change our subscription and was told I would have access to reports in the new version. NOT SO.

Is this the type of company you would want to represent your company?

Dropping paid customers, changing things constantly, dropping classes of our schedule. Difficulty signing in and tracking classes. Need I say more.

I have been a customer of Mindbody since 2019. It has been a $#*!show with then ever since. They lie about what they actually offer. The increased expenses for modules that should be free for the price they charge are a total scam. The customer service sends you articles you can google yourself. The have literally hung up on me and told me to just go use another company. Its a total scam.

I am a user of the MINDBODY app, and I think it is absolutely horrible. I don't know how they sell this to businesses because it only makes the customer frustrated with the business because of the MINDBODY app they need to invest in better technology to getting a better product and stop selling this product.
It's unfair to the small businesses that they are selling to

My local yoga studio started using MindBody app exclusively for booking classes (no cash/card at the door). The app is way too much work. I literally need to factor in an additional 15 minutes before class just to sign in, which is antithetical to the relaxation I hope to achieve by doing yoga in the first place.

The app always forgets my login. So I have to login over and over. The search feature doesn't work well, I always cannot find the ONLY studio I ever go to, until I remember you have to actually select 'Businesses' in the search field. The app promotes a dozen other studios that are geographically closer to me, so it's kinda stealing business from the studio at which I am already going to.

There is ultimately just way, way, way too much clicking, searching, scrolling, entering the same info over and over just to book a yoga class.

I will never go to a yoga studio (or other gym) that forces attendees to use this app.

STAY AWAY from this awful company. They're great when signing you up, but blow in every way once they you are in. And god help you when you try to cancel as I am trying to do now. Amazed they are still allowed to operate. STAY AWAY, otherwise stock up on Vaseline.