Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Want to close and delete my Vagaro customer account. But I am unable to do so. I first tried removing my credit card from the account but was unsuccessful. I then tried deleting the account and was unsuccessful once again. I have emailed and spoken with Vagaro customer support. I was told they cannot close or delete my account. I don't understand why. I have no outstanding appointments or charges. I just want the account closed.

  

  Business Response

  Date: 04/24/2025

  Thank you for reaching out. Your GDPR request was submitted on April 18, 2025, and our team processed and completed the data removal on April 19, 2025. This was confirmed with you under ticket #*******. Please note that account closures must go through a review process and cannot be completed directly by our support team. If you need guidance on how to proceed or have any other questions, our 24/7 support team is here to help.

• Initial Complaint

  Date:04/08/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a business owner who uses Vagaro for salon management and merchant services. On September 27, 2024, a client paid $1,100 for a professional hair extension service at my salon, The **************** The service was completed on October 9, 2024, and the client retained all materials.The client later filed a chargeback through her bank on December 18, 2024. I submitted a timely response within the 10-day window, including substantial evidence: a signed service contract, before-and-after photos, video documentation of the service, security footage, and text messages where the client expressed satisfaction. Despite this, Vagaro did not provide any confirmation, documentation, or status updates regarding the dispute. I was not given any opportunity to submit further evidence or appeal the decision.I was later informed that the chargeback had been finalized in the clients favor. Vagaro stated they cannot assist further, and they have refused to provide me with the name or contact information of the issuing bankpreventing me from pursuing the matter independently. To this day, I have not received any formal documentation of the bank's findings or explanation for the decision.Vagaros lack of transparency, failure to notify me of dispute developments, and refusal to share essential financial information has directly harmed my small business.I am seeking either:Vagaros cooperation in providing the issuing banks contact details so I may pursue this matter directly, or Vagaros acknowledgement of its failure in merchant support and a corrective resolution to this dispute.

  

  Business Response

  Date: 04/19/2025

  Thank you for bringing this to our attention. Weve escalated your concern to our ***************** team, who confirmed that all details regarding your chargeback have been provided. Please note that our team did not refuse to share information but followed the appropriate channels to ensure it was handled properly. We appreciate your patience and understanding as we continue to assist you. Our team is always here to help, and we make every effort to notify users via email and their Vagaro account if any issues arise. Please dont hesitate to reach out if you need further assistance.
  

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My card reader didnt work properly. It wouldnt work at all or state that my transaction went through, but honest clients said it did not reviewing their bank statements. I called Vagaro and spoke with someone on the issue and he stated that unfortunately that has been happening. I asked if I would receive my money and he replied that I would not. I am a hardworking hairdresser paying monthly fees to them and using a product (card reader) that does not work. They said they would send another card reader and never did. I made an appointment to talk to customer service and now they never called. I called them and I get a busy dial tone. STAY AWAY FROM THIS COMPANY! I now have to call my bank and work things out because I am still being charged by them!

  

  Business Response

  Date: 04/09/2025

  Thank you for bringing this to our attention. Our management team is currently working with you to get this matter resolved. We were unaware that your credit card reader was still having issues, and we have no record of a replacement EMV reader being processed. Well be happy to look into that for you to ensure its addressed properly.
  Our 24/7 support team is always available to assist via phone, chat and email. We encourage you to reach out anytime for help with your equipment or account. Were committed to making sure your system works reliably for your business. We appreciate your patience and understanding as we work through a resolution.

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, January 17th, 2025, I purchased a ****** Mini from Vagaro for $270 plus tax, along with two-day shipping for $24, bringing my total to $316.68. Today, Sunday, January 19th, 2025, I have yet to receive the product I purchased.Upon contacting Vagaros support team to inquire about my order, I was surprised to learn that my purchase had not even been processed for shipment, despite my credit card already being charged and the payment processed. My credit card company has confirmed that the funds were sent to Vagaro.I requested a refund for the two-day shipping fee since the service I paid for was not rendered. Vagaros website clearly states two-day delivery, not two business-day delivery. Despite this, the company refused to issue a refund for the $24 shipping fee, citing a no-refund policy. This is unacceptable, as I paid for a service that was not ******************* and *** deliver seven days a week, so there is no valid explanation or excuse for the delay in shipping my product. I paid for expedited shipping for a reason, and Vagaro has failed to honor their ************* a result, I am now forced to involve my legal team over a $24 issue, which could have been resolved by simply refunding the shipping cost. I expect better service and accountability from a company like Vagaro.

  

  Business Response

  Date: 01/22/2025

  Thank you for sharing your feedback. Upon reviewing your order, we see that it was placed at 4:50 PM PST on Friday, January 17th, which is after the cutoff for same-day processing. Our delivery timeframes are based on business days, and orders placed after hours are processed the next business day. While we strive to fulfill orders promptly, we are not structured like Amazon, and weekend shipping is not included in our standard process.
  Were glad to hear that our management team was able to connect with you and resolve the matter. We value your business and appreciate the opportunity to clarify this situation. Please dont hesitate to reach out if you have additional questions or concerns.

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and I find the resolution satisfactory based on the fact that they issued a full refund. However, I strongly feel the business needs to re-evaluate its operations and ensure that all information shared on its website is accurate and legally compliant.
  There is a clear difference between "two-day shipping" and "two business days," and misrepresenting such information is misleading. Offering me $10 in Vagaro credits as compensation was not a feasible or acceptable resolution for the inconvenience I experienced.
  I paid for a service that Vagaro was unable to fulfill, and it should not have taken so much effort on my part to receive a rightful refund. I urge Vagaro to conduct better research on competitors like ******, Swipe, Clover, etc., to improve their policies and provide better service to their clients. The current policies and practices are not reflective of a professional standard.
  Sincerely,
  ****** ******

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started a membership with this company at the end of April and had an onboarding meeting to get the software up and running for my business. They did not show up to the onboarding meeting as per our agreement. When importing all of my client information to the new software, nearly 80% of the information had errors that I had to spend hours correcting. I have paid for 2 months of service, but I have not been able to use this booking software since subscribing. I requested to cancel my service on May 28th and requested a refund. They advised they will not issue a refund, however, they are requesting a $100 cancellation fee for the credit card terminal that I have not used. I offered to send the credit card terminal back, and I refuse the cancellation fee as I have not even been able to use their software. I am reporting this in order to get my service cancelled with no further fees.

  

  Business Response

  Date: 06/13/2024

  Thank you for bringing this to our attention. Regarding the missed onboarding meeting, our team attempted to reschedule with you as they were unavailable due to illness. We were unaware of the import issues you experienced with our software. Our imports team is always ready to assist with any questions or issues that arise during the import process. It's important to note that onboarding and import services are provided at no additional cost to new users.
   
  When signing up for our software, users agree to our participation agreement, which specify that Vagaro does not issue refunds for monthly service charges. You can review this agreement here- ************************************************************************************************** Additionally, when redeeming a free EMV reader, users must accept terms and conditions that states 'Vagaro does not issue refunds or accept returns for credit card readers.'
   
  Our management team would like to make this right for you. Please provide a convenient date and time for us to connect, and we will be happy to discuss a resolution.

• Initial Complaint

  Date:04/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rarest my vagaro subscription be canceled and was still charged 5 days after. I did not authorize the charge Ave there shouldn't have been one. It was been 2 weeks since I was fraudulently charged and vagaro had made no efforts to reimburse or communicate.

  

  Business Response

  Date: 05/02/2024

  Thank you for bringing this to our attention. We've made multiple attempts to reach out to address your concerns. Please feel free to contact us directly at ************ at your convivence so we can resolve this matter promptly. We're committed to ensuring your satisfaction and appreciate your cooperation in resolving this issue.

• Initial Complaint

  Date:04/22/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vagaro has made my life a living h*** I switched from a different booking software in december. The entire system is flawed. They deleted all of my customers I had over 400 I am currently able to see 149. **************** is a nightmare they keep saying the issue has been resolved and it clearly has not. I also use their credit card processing, transactions will close out send customers a receipt and never process. I spend hours a day on the phone with customer service. I spoke with ****** and ******* in management as of late. I call almost daily. Nothing has been resolved and they keep increasing their prices. This is the worst customer service I have ever dealt with. I have no access to clients medical history, forms or consent this is now not just an inconvenience but a major liability.

  

  Business Response

  Date: 05/01/2024

  We appreciate you sharing your experience with us, and we understand your frustration. Rest assured, we take your feedback seriously and are committed to resolving the issues you've encountered with our software. It's important to note that Vagaro does not delete information; once you close your account, you lose access to the information stored within it. Our management has been actively working with you to make everything right. We're more than willing to continue collaborating with you to address these concerns and ensure a smoother experience moving forward. Please don't hesitate to reach out to us directly so we can assist you further. Thank you for bringing these concerns to our attention.

• Initial Complaint

  Date:04/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im being charged for merchant services that I dont have. I have called several times about this issue. Reps ***** you on the phone when you call or they tell you its fixed and its not. Im being charged $60 dollars a month when it should be $50.

  

  Business Response

  Date: 04/16/2024

  Thank you for giving us the chance to address the issues you've encountered. We genuinely apologize for any inconvenience this has caused you. Please know that we've escalated the matter to our management team to ensure a smoother experience going forward. Your patience and understanding throughout this process are greatly appreciated.

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased equipment from Vagaro in July/23, with a 1-year warranty. In January **** the equipment stopped working. I requested the equipment to be exchanged. The company asked me to carry out several tests and send videos and photos about the problem and tests. I did everything requested, I lost 3 weeks on this. After this time, the company Vagaro determined that the problem could be with the power cable and informed that they would send a new cable, but they charged $14 for shipping and sent only part of the cable (a wire), without the power supply and the other part of the cable. .I understand that this is a total lack of knowledge on the part of Vagaro's assistance, anyone without knowledge on the subject would know that the electrical supply depends on the source that is included with the cable.So I decided to file a complaint here because I cannot continue my business by waiting any longer without resolving the problem, or carrying out more unproductive tests.I urgently need to receive all the complete equipment for replacement, not in parts.My business is at a standstill and having daily problems due to the lack of a fully functioning terminal. And I do not agree to any extra costs for shipping or replacements.

  

  Business Response

  Date: 02/08/2024

  We sincerely apologize for the inconvenience you have experienced with our equipment, and appreciate your patience throughout this process. As part of our warranty process, we kindly request your cooperation in following our troubleshooting procedure before the replacement equipment is dispatched. This will help us ensure that the new equipment meets your expectations and resolves the issues you've encountered.
  
  To expedite a comprehensive solution, we have ship the complete set of equipment and waived the shipping fee. I understand the urgency of your situation and the impact on your daily operations. We want to assure you that we value your business, and your satisfaction is our top priority. I appreciate your understanding and cooperation as we work to resolve this matter promptly.
  
  In the meantime, if you have any further questions or concerns, please do not hesitate to contact me directly at ****************************************** We are committed to ensuring your satisfaction, and I look forward to assisting you in any way I can.
  
  Thank you for bringing this to our attention, and I appreciate the opportunity to rectify the situation.

• Initial Complaint

  Date:01/31/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently filed a complaint against Vagaro where they promised to fix their ongoing complaint. I rejected their response since over the past year they had continually promised to correct their mistake and never did. The problem was fixed last week so I accepted their response. No sooner was the problem considered done did their software breakdown again and not work.

  

  Business Response

  Date: 02/10/2024

  Dear ******,

  I hope this message finds you well. We appreciate your continued patience and understanding regarding the ongoing issues you have experienced with Vagaro. 

  Our support and management team is actively working on finding resolutions to these issues you are experiencing. We want to assure you that we are taking immediate steps to investigate and rectify issue that have occured. We understand the importance of a reliable system for your business operations and are committed to providing a more stable experience moving forward.
  

  In light of the challenges you've experienced, we want to inform you that there is a timeframe for having a Better Business Bureau (BBB) complaint open. We recognize the seriousness of the situation and want to assure you that we will not stop until we have successfully resolved your issue. Our team is dedicated to working with Vagaro to implement a stable and reliable system for your business operations.

  We understand the impact these ongoing issues may have on your business, and we are committed to making things right. Your feedback is invaluable, and we appreciate your continued partnership. If there are any updates or additional information you would like to share, please feel free to let me know.
  

   

  Warm regards,
  
  ******
  Community Engagement Specialist
  ************