Gusto Reviews in July 2026: User Ratings, Pros & Cons

Worst customer service ever!!!

Worst customer service ever!!!60 minutes wait for a phone call and 30 minutes wait for online text!!! Worst cybersecurity. Our account has been hacked!

Service has gotten worse over the past…

Service has gotten worse over the past year. It's no longer possible to speak with a representative without waiting for 70-80 minutes and the reps who return the calls are ill equipped to handle other than the simplest of tasks. Today I waited once, spent 42 minutes with a rep who couldn't help me. She said she'd have someone call within THREE minutes. Forty five minutes later I called again and waited 60 minutes for teh next rep to call. She too couldn't help. She had me leave a message ...

No support, compliance failures, total incompetence

Gusto has been an absolute nightmare to deal with over the last 2 years.At first, it seemed fine. But this year, it's been impossible to get anybody on the phone, emails are never responded to, and chat representatives are totally incompetent.I'm not sure that the support reps even understand the basics of how taxes work.Gusto is fine IF you can get their website to work (it's pretty buggy, rife with issues, and often doesn't work or doesn't do what you need it to).BUT if you need any ...

Customer Service has gone downhill as they've expanded...

I have been a Gusto customer for over 10 years and always had fairly good customer service. I am the owner of the company and the only employee on the payroll. I had a simple request of the support team, to complete a bonus check with specific Federal and State Income tax withholdings. I have now been on the phone with Misty for 1 hour and 10 minutes, and placed on-hold six times while she tried to figure out how to help me with this "bonus" payroll. I am now waiting on hold, again, for a ...

WHAT HAPPENED TO GUSTO???

I've been using Gusto for my clients and referring clients to them for over a year. Up until a few months ago, they were the gold standard for payroll. No longer.I have tried to get support from chat, email and phone. Last time I called three times, was disconnected twice and no one called back. After being put on hold for over a half hour, the customer service rep - who was obviously under trained - could not give me a coherent answer and told me to contact their "tax" department, but gave ...

Payroll and Benefits as effectively as…

Payroll and Benefits as effectively as a DMV.The concierge service is not concierge at all. For every question you may have, you are sent a how-to-guide for self-service. Don't ever expect a phone call or 1-to-1 support. Every inquiry operates as a support ticket with a lack of support. I am sure Gusto works well for people that have experience operating a Payroll or Benefits system. However, if you are new to Payroll and Benefits, then you will be just another ticket to them and you will ...

Good Cents Hearts Gusto!

At my bookkeeping firm, Good Cents Bookkeeping, Gusto is our go payroll, benefits and HR platform. The software couldn't be easier to use; the interface is beautiful, you can navigate through it easily, and the customer service is great. Not only that, but as compliance for small businesses gets harder and harder (and harder!) having a single-stop-shop to manage payroll, HR, and benefits decreases the stress of managing it all, increases efficiency and decreases costs. We heart Gusto - forever!

Total garbage company no security

Total garbage company no security, they have been hacked. Now blocking account every time i have to log in got to call them. Waiting time 4 hours. Good luck with that just use this company because of my employee. If you new to this don't even think about gusto many better competitors with better services but if you hate you employers choose gusto.

Gusto is THE BEST

Gusto is THE BEST! It's a great product that makes everything about payroll and benefits SO easy. My company has been working with them for about seven years and it is seriously one of my favorite software products to use. They also have excellent products to help with COVID-related difficulties, such as applying for PPP and PPP forgiveness. In the many years I've used Gusto I've had four or five occasions where I've needed 1:1 customer support and have always found their support team to be ...

Great partner. Great software! Makes payroll a breeze.

Gusto is one of our most trusted vendors. The software is intuitive and easy to use. It saves us tons of time and money each month and makes payroll and benefits admin somewhat fun. They've also been a huge help in managing our small group health insurance.Would recommend to all smbs. 10/10