“I believe this business is a bit of a scam. The reason being is they take your monthly membership money. You schedule an appointment. They cancel on you. You try to reschedule they have nothing for you for weeks on out. And then by the time your membership expires. You have multiple massages left to use up. But they only give you 60 days to use that. And you do not get to get the services that you have paid for because of their so-called 60 day policy to use up all the massages even though they cancel on you they do not correct the situation or do business in a fair manner.”
“I had been to Massage Envy several times years ago. After asking for medium to deep tissue massage, I was assigned to a practitioner known for mild pressure massage but I could ask them for heavier massage where needed. I requested heavier or deeper pressure as the session progressed. They acknowledged my request but pressure was NEVER noticeably increased. I have enjoyed several professional massages in my life. I have always walked away with a feeling that deep discomforts had been relieved. This time not so much. It was a light touch nice but not beneficial. This is the first time that I have been disappointed with a massage from massage envy or anywhere. I mentioned it to the assistant managers on hand. They were busy trying to sell me a membership. After wasting $85.00 for a massage I could have received at home and they offered no remedy and I declined. I did leave an additional gratuity for the masseuse.”
“I have been trying for 3 months to use my accrued points before cancelling. I can never seem to use my points before another billing cycle. It takes sometimes weeks to get in with the better therapists. My last 3 experiences have been disappointing, one guy actually fell asleep during my 90 minute massage. My last one that was to start at 2:30 didn't get going until 2:50.
We have had much better luck with local Thai Massage places.”
“This company is impossible to contact. I need to cancel as I am moving to another state. Have not used my appointments and darn sure do not want to continue after my membership and don’t trust that they won’t try to charge me.”
“If I could leave lower I would !! Been a member since 2010 in VA to Nc I went in as a couple massage and I was very excited my husband and I love 55 miles away so it’s a big deal for a couple massage !!! I me BRIAN who was a complete jerk form the momet on . I proceeded to tell him we had just had lunch he replied ‘Oh what did you have ‘ I replied a burger and a beer !!!!!!STOP STOP STOP he said oh no I can’t massage you due to that !!! Mean while my husbands massage therapist did his 90 min massage.
Brian however escorted me OUT OT THE AREA !!!! Told me I had a beer so I had to leave !!! WTH ?
My husband got a massage having a beer and burger prior !!
I say I. The car waiting for him to come out !!
Please BRIAN is ahas horrible personable experience so very unprofessional and down right RUDE ! I’m a hair dresser so I will tell every one I know not to go to this place and or never get Brian he had little nasty hands any way ! I am no longer got to keep my membership due to BRIAN !!!! Don’t go to him but any one elese is prof”
“I have been a member of ME (this location specifically) for OVER 10 years. The last 4-5 years (before Covid was declining, after Covid APPALLING) There are never appointments available online or via their app, and if you call (they don't answer) or go in they MIGHT be able to schedule you for something 1-3 months out. Good luck trying to get in they have only 12/13 therapist on staff. I was there on a Sunday in December 2023 and they had one massage therapist and one person doing facials and had to close by 4 pm because they have no staff. I have 6 friends in the same boat as me with a bank full of paid massage credits (2 years worth if I could get in Monthly - $2,500+) and we can't get in. And yet they are still signing people up. DON'T Waste your money!!! Customer service is disgraceful and management will not help you or provide you with any kind of resolution. They will however threaten to cancel your membership if you assertively, yet calming ask them for a remedy. There is a reason they have an F rating on the BBB and I lost count of how many 1 star reviews on Google. THEY DO NOT CARE! I have been lied to several times about policies and now threatened. This company is nothing more than thieves. They take your money and do not have the ability to provide the services they are selling. If you try and cancel you will have 60 days to use your credits. Now how is that possible when you have to wait sometimes 2 months to even get in for ONE service.”
“It was 10 minutes short of a hour. The massage therapist was average at best and seemed hurried. Whatever they use for massage cream/oil caused skin and body hair to pull. Was really looking forward to the massage but it fell significantly short.
I’d recommend going elsewhere.”
“Went for a massage today and the massage was no where near like any other massages. I never had a self care day where I didn't relax at all on top of it because I used a gift card no one told me that they would try to force me to get a membership as I was leaving and then said that I would have to pay 125 on top of the gift card I had. I had to listen to everything that was going on in in there from the management being nothing but cheapskates to the new call center team leader trying to sleep her way to the top. If that wasn't bad had to hear about the party that they are throwing but the management is so cheap they gave them a 150 budget to handle everything when they have several locations that they own and they hardly ever come to check on there locations. I asked them for their Corporate charter and the articles of incorporation which they didn't know anything about it, because I will be filing a complaint due to this and to make matters worse because I know how people lie I actually recorded my massage. So as soon as possible I will be filing a complaint against them very soon. I'm so disgusted I came in pain and left in pain no relief no relaxation at all very unprofessional.”
“DO NOT GET A SUBSCRIPTION. If you stop paying they will take all your precious payments. They won’t even let you book even though you have subscriptions left. Make sure your look at your books EVERY month. They will make fake appointments an say you didn’t show. Just to take your money”
“Massage Envy in Pensacola
I booked a 60 minute full body massage focusing specifically on neck and back. I booked with Vince. Lotion was used once during the whole session to rub on hands. No rubbing on lotion into designated muscle groups. No massage to lower back/neck region, as requested. As he took his two fingers and pressed down my spine, the knots on my back were bouncing. I walked in with more pain and tightness in back and neck region. Do not recommend. Gladly will pay more money for a good massage!”
“I am had Massage Envy membership at the Garden City, NY location for years and years. Unfortunately , the franchisee sold and the new "mega owner" of this and 59 other franchises has not held up the level of professional services that this particular location as well as the North Palm Beach Florida location that I have used forever.
This Garden City, NY location is not only "unkempt" but the front desk desk is a forever revolving door, with no manager present on any kind of regular basis... When I asked that an upper manger or supervisor be contacted for assistance, I'm told it could take 48 hours.
I was so frustrated , and now they have over $ 350.00 of month service fees that I have not used. Because I travel quite a bit, I asked that they either credit me, or simply allow more time so that when I go to Florida for the winter, I would use my credit there.
They refused, telling me everything I have will expire in by Dec. 31, 2023.
Very poor professional management and customer service.”
“I was close to canceling my membership with massage envy then I had Karyn. She has been able to ease some of the pain I’ve had from a car accident years prior. She is wonderful! She is definitely worth staying in the monthly program for!”
“I was a member for over a year at North Myrtle beach location. In the past 4 months the front desk personnel changed frequently. I would schedule multiple appointments in advance so I could get the therapist I liked. Then I would be told the appointments were never booked. I decided to stop the membership and went for my final massage. I confirmed it the week prior and was told I had one 60 minute session left. Today I had my final massage with Nathan, who is fabulous BTW! I went to check out and they told me I only had 30 minutes. They charged me $46 and offered NO apology for the mistake. I would not recommend them to anyone for that reason.”
“I booked a massage with someone asking for medium pressure, but she did nothing but very deep, elbows in my spine. She seemed distracted, would stand there for 30 seconds not moving or doing anything until she realized and started working again. Never once asked how it was, even while I was cringing in pain. She spent 20 minutes of a 90 minutes session on my back. She didn’t massage my feet without the sheet over them. I felt worse after the massage then I did before.”
“I was a customer for over a year at the Morrisville, NC location. I wasn't using the service so I called to cancel. I was told I had to speak with a manager. I left all of my information and he was supposed to call me back. This went on for 4 months!!! All the while I was still being charged monthly!! I could not get a manager on the phone! Eventually, I emailed the company and was told I had to fill out a form! That was the first I heard of a form. I told them about my experience and had dates and names but they would not reimburse me for the prior 4 months I was charged when trying to cancel my membership! I will never join a Massage Envy again after this terrible customer service experience! Clearly, they were trying to get more money out of me and they were sadly, they were successful.”
“I have never been more frustrated and angered by a company!!!!! I had been a customer at Massage Envy in Plymouth MN for over 15 years. Despite the constant revolving door and occasional waste of money with a less than useful massage, my challenge has been with misinformation given by the desk staff about making or cancelling appointments and when the concern was brought to the Mgr's attention, she was more than happy to simply shrug her shoulders and keep my money. Not willing at all to support the customer, but instead just said "there is noting I can do, you can talk with corporate". I assure you I tried and wish you the best of luck in getting a hold of anyone... you submit something online and NEVER hear back!!! I truly DESPISE this company and their lack of customer support! And the massages are certainly hit or miss as well so good luck there.”
