Many users praise Fresha as a great booking system that can adapt and grow with their business, supporting both single-operator and multi-location salons or spas.
Customers often comment on the smooth and easy overall user experience, saying that both staff and clients find it simple to navigate.
Fresha’s customer support—especially via chat and email—is frequently highlighted as helpful, knowledgeable, and quick to respond, particularly during onboarding.
Business owners like the platform's powerful features that are tailored for small businesses, such as automated reminders, online payments, and marketing tools, which help them compete with larger chains.
Many find the integration with social media platforms, like Instagram and Facebook, useful for driving bookings and attracting new clients.
Users value that the core software is free and offers genuinely useful features (appointment management, reporting, client database) at no added cost, with clear upgrade paths for premium features.
Appointment scheduling is described as efficient, with customizable calendars, color-coding, and easy appointment management for employees and clients alike.
Massage therapists and wellness practitioners find Fresha reliable and user-friendly, supporting a variety of appointment types and personalizing communications with clients.
Fast and responsive customer service is mentioned regularly, especially when users encounter setup issues or have questions about features.
Many appreciate the library of helpful guides, articles, and video tutorials, which allow even those with little software experience to get started quickly.
A common complaint is the application of a 20% commission fee for new client bookings, with some users alleging they are charged for clients who did not book through Fresha’s marketplace.
Users mention that hidden and unfair fees can arise, especially regarding commission charges and premium services, leading to unexpected costs for businesses.
The system sometimes incorrectly categorizes returning clients as new, causing businesses to incur unwanted commission fees on existing customers.
The lack of phone support is frustrating for users who prefer to resolve issues quickly by speaking with a representative.
Certain users feel that Fresha’s transaction fees for payment processing are excessive compared to other industry platforms.
Some functions are considered cumbersome, especially when using the mobile version—such as rescheduling appointments or running reports.
There are accusations of lack of transparency, with some users believing important information about charges, changes in policy, or feature limitations are not communicated clearly.
Fresha is sometimes criticized for providing limited control to businesses over specific booking policies, such as customizing how cancellations and deposits are handled or tailoring the workflow more deeply to fit unique business needs.
