momence.com Reviews 372

AVOID MOMENCE AT ALL COSTS! I was really excited about the potential of the platform, but my experience has been HORRIBLE. I am warning you to please seek another platform before you experience the same issues I have. Their customer support is truly the worst I have ever experienced. My onboarding support person ghosted me and I haven’t been able to get a solution to my issues since I purchased the software over 3 months ago. Go with MindBody like I wish I would have!

Terrible experience. Onboarded me incorrectly, resulting in a bunch of lost revenue. They fixed it, but not properly, resulting in more lost revenue. Then they tried to blame me & stonewalled me when I sought compensation. Avoid.

I am a customer, not a business owner, therefore I hope i can offer a different perspective.

From a user perspective, I don’t like it and I don’t get it. I am frustrated that the studio I attended switched to this app. Here are the major cons:
- no exploration: I can’t see what other businesses in the area have services. I really like MINDBODY for that.
- I now have two apps: because of this, I use mind body for my other fitness/spa interests with Momence for one specific studio.
- cannot delete account: I’m not wanting to attend the studio anymore, but I cannot delete my account. It tells me to reach out to the studio to cancel my Momence account. See below for full cancellation message.
- unable to reach out to customer service: in the app, I clicked the button to “send us a message.” that takes me to a browser where they force KB articles. Scroll all the way down, and you see “login to message.” So I do. But then it takes me back to my general account. It’s a loop that goes nowhere. I cannot find a support phone number.

This is absolutely shocking from rights to privacy and account deletion.

Deletion message: “You still have active customer accounts open with hosts. Please contact them to delete your account first to confirm there are no pending obligations, e.g. unsettled payments.”

What does this even mean? How can I have unsettled payments when you buy passes prior to receiving a good/service?

I had a great experience receiving support from Macey on chat.

Aries was able to explain my question and broke it down in Layman's terms. (Not IT driven) Didn't give me a link to figure out the answer to my question. Awesome spontaneous and quick response.

Dweez was awesome! Patient, clear, thorough and covered all the bases. 10/10

Very helpful support team, responded within 24 hours and followed up to ensure everything was sorted. Very satisfied with my experience. Friendly, helpful and reliable

If i could give zero stars… i would. The client review ‘feature’ sucks big time.
I never wanted this. BUT it is built into the system. After each class, the app actively solicits clients’ reviews of the class.
For you to see the reviews, you have to pay for it. You CANNOT turn this ‘feature’ off. So if a client receives a request to leave a review of the class, they assume it is from the studio. They leave a negative review - expecting the studio would follow up with the client.
But since you NEVER received the review, the client is pissed off.

And you acutually lose clients! Bcoz momence is greedy. They solicit reviews from your clients without your consent. And they want to charge you for it. And clients think the studio is receiving the review, expecting follow-up. Never happened.

They are pissed. So you lose a client.

Can’t wait for my contract to end. Moving to another provider.

Helpful, speedy, resolved issue completely with guidance and clarity.

Jay was amazing and went above and beyond!! He helped solve my issues!

Even though the issue I was asking for wasn't able to be fixed, July was very patient and helpful in trying to find various ways to work around and try to help. Very polite and kind! I love the chat option! It's nice to get quick responses and links to FAQs or other resources to help resolve issues.

We had a phone number that got a lot of spam calls, Momence team was able to help find a new number with a local area code for us. They were very flexible and worked really hard to resolve our issue. Thank you Momence!

Quick, effective and proffesional.

Helpful and fast support

They were patient and supportive, until we solved the problem.

The response was prompt and the issue resolved

Having worked on both sides - as a wellness clinic manager and as a Pilates and yoga instructor - I can honestly say this is the most seamless and unified platform for growing a business. It’s intuitive, saves a huge amount of time, and you only pay for the features you actually need. When I had a small issue, support responded in just 8 seconds! I couldn’t recommend Momence more highly.

Provided excellent help and handled everything with great efficiency.

I started using Ribbon, (Momence's previous branding) in 2021 upon opening my second yoga studio. I had used Mindbody and Wellness Living before. From the get go I had personalized service, trouble shooting was easy and on top of all this everyone has been nothing but helpful and kind. I am 59 and a lot of the tech and language was new to me. But everyone helped to "get it". I have recommended this software to everyone in the Hot Yoga Business and small boutique fitness industry.

The software is fundamentally broken. I am not going to go into all the ways this is true, but basically it is a bit of a mess. The main points that cause the biggest headaches are:-
There is zero facility to edit or void transactions.
Little thought has been given to customer credits and how these should work.
Audit trails and information relating to transactions is lacking.
The information sent to Stripe is utterly broken, no description or detail of the transaction and frequently missing fundamental information about who the customer even was.
Sales reports are also useless and not very accurate , particularly as there are incorrect transactions left that cannot be fixed or voided (see point re editing transactions). They also lack any form of customisation.
Company has been fundamentally unwilling to fix the glaring issues and made assurances before sign up that did not eventuate.
Honestly just stick well clear of this software. All it will give you is frustration and headaches.