Gusto Reviews 

We made the Switch from Quickbooks to Gusto a little over two years ago. At first, we were happy, a few small onboarding things needed to be cleaned up and a few minor things along the way but for the most part things went well. We did have a quarterly tax filing issue about a year ago, but their tax team took care of it fairly easily with minimal input from me. So overall not bad until now. I received a letter from the IRS informing me they received my communication and need 60 days to review. I haven't reached out to the IRS and I checked with my local CPA and he hasn't either. Gusto had not communicated anything to me but I figured as a 941 was referenced it had to be them. I requested a call from support and the individual who called was an offshore and they informed me their tax team doesn't take calls anymore. It also appears that Gusto no longer has On-Shore support. So if you have an issue, you can't discuss it with anyone in the US. I submitted the IRS letter through their system and got a notice the case is open but is pended as the need more information - but they never requested anything from us. Their online AI chat bot said it would have a rep either email me or message me through their system what specifically they needed which would I prefer? when I responded email - it gave me their email address. So back to online chat and for the past 40 minutes I have been going back and forth trying to see what is needed and by whom and the only thing I have been told definitively is that there are no Americans to discuss this with. So, if you are looking for a solution that works fine all of the time that there isn't an issue but will completely kill your productivity while you help if there is an issue, well than this is the system for you. To top it off this chat guy just told me to relax someone will get back to me. -

I have been using Gusto for 2 years now. As I bring on clients I insist they switch to Gusto if they are with a different processor. Gusto has been attentive, helpful, quick, and accurate for me and I did not find those qualities in other companies. The low price helps as well. My clients are small businesses with less than 10 employees.

Zero if I could. They started out ok, now it's all AI and mindless scripted employees. Incorrect Q1 LNI filings with ALL the companies I manage, even after notifying them of issues before quarter ended. Now all accounts are in collections, ZERO support and THEY REFUSED TO LET ME TALK WITH A SUPERVISOR after two months of inaction. I'm getting notices that they can't file because "someone else filed this", when their NAME is ON THE FILING and they've been our processor for a few years.
I did a better job with pencil and paper. Now I need a lawyer

Will never recommend these people to anyone now or in the future very very very bad service so id watch out

Poor, poor, poor. I’ve been using gusto on and off for a while. Recently I began to experience issues. A five day box for 2 costs about £50. I had missing ingredients, rotten veg, missing recipe cards and very short use by dates on their meat products. All they do is fob you off with a small credit towards your next box. Finally I demanded a refund as I didn’t want another of their boxes. They offered £10.80 for 2 of my five meals having issues with their ingredients. I still have 2 meals to go so I’ll probably have more issues. I have now cancelled my subscription.

Gusto is an excellent time tracking company with a myriad of perks for organization of your income.

We had a horrible experience after using their services for over five years and paying $800. They blocked my account due to their incompetent and careless support team. It seems like they don’t know what they are talking about, or maybe there is only one knowledgeable person on their team. There are many better option me and all other companies I have will move out to another platform

We chose Gusto for its perfect price point for small-to-medium businesses. The platform is user-friendly, and the scalable options have allowed us to grow without friction. Support and features meet our evolving needs.

Utterly incompetent and non-responsive. Gusto failed to remit a state payment, yet withdrew my money. For over two weeks they have not responded to support emails or feigned ignorance. Go somewhere else - there are much better payroll companies out there that actually give a $#!t.

We are very happy with the payroll portion of Gusto - Stay far away from "Bring your own Broker" - it is a nightmare!! Support are smart asses.

The platform is great and the sales person was awesome but once you make that first payment it's downhill from there!!!! They have have no clue about tax compliance and even after you tell them how its' supposed to be set up they find a way to mess up stuff. It's been WEEKS with the latest thing I've asked them to fix and EVERY SINGLE TIME they say it's fixed and it's not. This company is the definition of all show and no substance!

I have been using Gusto for the past 2 years but approximately 5-6 weeks ago I stopped receiving the verification text that’s required for login. I have gone round and round between Gusto Customer Service staff and my employer was at its wits end because nothing had changed. Well, my employer refused to just give up but it was a Customer Service Representative named Riva that had the patience and Integrity to resolve this issue. I hate to admit but the error was mine but I didn’t know and no one else took the time to have me go through every possible scenario until the situation was resolved and fixed. I learned something new today, Integrity still Exists!! Thanks Riva

Customer service cannot address my concern/my payroll question

Awful and being bombarded with ads despite it.

No support , awful customer service

If I could give them Zero stars I would. Gusto should not legally be allowed to handle Medical Benefits as they have screwed it up enough times that we are shopping for other Payroll providers despite Gustos lower costs. On new Hires they have failed to file paperwork with the Insurance companies resulting in delays as well as failed to file paperwork during Renewals resulting in all of our staff losing medical benefits for a length of time, an issue they clearly do not find important.

The images of beautiful meals on the menu are misleading. In fact, we received a box of ingredients and some recipie cards.

A decent web interface, but... the sheer incompetence of their customer support staff is staggering. What really pushed me over the edge was when it took ELEVEN (!) of their associates to resolve what turned out to be a very simple issue.

I use Gusto on the employee side and find it easy to use. I appreciate the paycheck split feature and the income pie chart, which clearly shows percentage breakdowns of pay and deductions. Overall a practical payroll tool.

I signed up expecting a straightforward contract-based one month service. Instead they charged me monthly without clear consent or notifications. Payments were silent, hard to spot in statements and continued for several months after I stopped using the platform.

Canceling proved difficult with unclear steps and multiple barriers. When I reached out for a refund on unused months, support refused stating no options available. This left me feeling the company focuses solely on retaining revenue rather than supporting users and caring about people.

No emails nor alerts about recurring charges. I believed it was one-time based on initial contract details. Terrible transparency and profits-first approach. Would not recommend for small businesses seeking reliable payroll or HR tools.