3 stars because I truly love Amber—she’s amazing and the only person I trust for my facials! Unfortunately, I can’t say the same about the management or their reservation system. As a full-time working mom of three, my time is very limited. Getting facials is one of the very few ways I take care of myself. I scheduled an appointment using the app, but accidentally selected the wrong time and ended up with two appointments for the same service—one at 11:30 AM and another at 1:15 PM. I tried to cancel one through the app but couldn’t. The next day was hectic at work, and I wasn’t able to call in. Massage Envy called to confirm or cancel the appointments. I tried calling back, but the line was busy. Later, I received a text asking me to confirm one of the times, which I did—confirming the one I intended to keep. I didn’t receive any follow-up about the other appointment. I even texted back to clarify I only wanted one appointment, but got no response. When I called the day of, I was told I’d be charged for both appointments unless someone else took the second slot. I asked to speak to someone higher up, but the manager told me there was no one else. Her tone felt dismissive and unhelpful. I explained the situation and even sent screenshots showing I had tried to cancel via text—but apparently, I texted the wrong number. How would I know which number is correct if they’re texting from one but expect replies to go to another? Thankfully, someone did take the second appointment, so I wasn’t charged twice. But the whole experience left me frustrated. Amber is exceptional, and I’ll miss seeing her—but I won’t be returning. The manager needs better customer service skills, and the booking system really needs an upgrade. Not everyone can call during regular business hours. If the app worked properly, it would make a huge difference. I hope they improve this soon.