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Massage Envy Reviews

2.0 Rating 162 Reviews
23 %
of reviewers recommend Massage Envy
Company Reviews Questions Metrics
2.0
Based on 162 reviews
Shipping & Delivery
Delivery Methods
Own Driver
Customer Service
Communication Channels
Email, Telephone, Live Chat
Queries Resolved In
Under An Hour
Customer Service
1.6 out of 5
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Jody
Unverified Reviewer
“I have been going to Crystal at twin creek for quite awhile! I think she is the best! I would recommend her to anyone! Look forward to seeing her once a month! Jody”
Helpful Report
Posted 11 months ago
Anonymous
Unverified Reviewer
“DO NOT SIGN UP AT THIS LOCATION, I REPEAT, DO NOT SIGN UP AT THIS LOCATION UNLESS YOU WANT TO BE PERMANENTLY TIED INTO A FAKE CONTRACT. My wife was a steady paying client for YEARS and wasn’t able to make a scheduled appointment on a particular instance due to a true emergency with us losing power in our home. They still charged her despite her trying to cancel. On top of the terrible customer service she politely asked for them to cancel her membership with them keeping 4 months of credits in their pockets and they literally denied her the ability to do so and said it wasn’t possible without a doctors note, a doctors note that would take 15 days to process which will still incur a monthly charge. When asked for a manager there was none, when asked for corporates phone number, they said they didn’t know (a quick Google search took care of that). We had to cancel her debit card and put a block on any charges made from Massage Envy because of their refusal to let her out of the membership. Come to find out they were still able to charge her on her Apple Card because of a random purchase she used it for TWO YEARS AGO. So they went back into her transaction history to find another payment option and charge her the $75. We are currently disputing the charge since she is no longer a member and having Apple put a block on their end as well. So if you’re willing to be tied to them for the rest of your life, by all means go ahead.”
Helpful Report
Posted 11 months ago
Anonymous
Verified Reviewer
“I have been a member on the monthly plan for about 3 years Over that time I built up several credits. What I found out is you cannot gift them other than 1 per month for a $10 fee. You cannot stop the monthly charge and use the credits to built up. You must pay $20 per month for the "privilege" of using bought and paid for sessions. If you don't use them in 6 months of $20/month you have to get permission to extend it. I did that except the ME person turned on the monthly charge again. I called again and basically begged to "make it stop" and the district manager has ghosted me. DO NOT I repeat DO NOT get into their monthly club. I would love to talk to someone up the food chain but they wouldn't give me contact info”
Helpful Report
Posted 11 months ago
Anonymous
Unverified Reviewer
“I am extremely disappointed with the service at Massage Envy. I scheduled a massage for myself and my mom over a month ago, only to have it rescheduled a week ago due to staffing issues. Now, I’ve been informed that another staff member is sick and our appointment cannot even be found in your system. This level of disorganization is absolutely unacceptable. Not only has this caused major inconvenience, but it also completely ruined what was supposed to be a relaxing experience. Your inability to manage appointments and staffing is beyond frustrating. I would not recommend Massage Envy to anyone looking for a reliable and professional massage experience. Save your time and money and go elsewhere.”
Helpful Report
Posted 11 months ago
Anonymous
Unverified Reviewer
“Hayley was completely rude and unprofessional to deal with. Buyer beware if you sign up with a package or membership here! I came for six months of prenatal sessions, was walked through scheduling in person by a staff member to make sure everything was taken care of and booked properly, and then ended up randomly told that I needed to pay out-of-pocket after my session today. I explained to her politely that everything is prepaid for and this doesn't make any sense, to which she effectively told me that I should understand the math and it's my problem and not theirs even though she can see in the system who helped me and that they were the ones to book me when all I asked for was to book the sessions I paid for. Why would I book more sessions than were in my package? It literally makes no sense. She refused to be accountable and was not remotely apologetic. Not the kind of experience anyone should be paying a premium for, especially not nine months pregnant. On top of all of this, I now didn't have the opportunity to properly space out my sessions until giving birth, which was the entire purpose of me being a customer here in the first place, and why I personally asked for professional assistance with the booking process, all to be treated this way and stuck footing a bill and having no care for the last month of my pregnancy. I will NEVER be back and am appalled at the customer service here. Thought I would give them a chance due to proximity of where I live, but now I see why everyone I know avoids this place and goes to small, local businesses or private masseuses instead. Hope the owner or manager has the opportunity to see this, as you are losing customers frequently due to the rudeness and incompetence of your desk staff. There was zero attempt made to right what happened today. It costs a lot less to retain a customer than to acquire a new one. I suppose this lesson has been lost upon Hayley, as she very clearly does not care about the customer experience or treat this business like her own in anyway whatsoever.”
Helpful Report
Posted 1 year ago
Tommy Diggins
Unverified Reviewer
“I had amazing experience with Lily, I read some bad reviews which makes me think it’s no going area but my friend recommended Lily for me and gave me her contact 8503137241, I texted her to fix appointment and she explained the procedure of getting their manager approval to me since I was looking for a real full service session and nuru massage, I followed the procedure and got approved then went there at my appointment time, Lily took good care of me by rendered amazing full service session for me and ended the session with nuru massage. I HIGHLY RECOMMEND HER.”
Helpful Report
Posted 1 year ago
J. Wright
Unverified Reviewer
“I joined in Louisiana and moved to Nevada. I had not used my membership for a couple of months, so I'd accumulated 2 or 3 prepaid visits. Massage Envy in La. called me wanting me to renew my membership. I don't live in La. anymore so I told them no. She told me that I had to pay them another $70.00 in order to cancel my membership and use my accrued visits. If I didn't renew with them, that they would cancel my accrued visits. That if I had to rejoin, and pay them another monthly fee. Why would I do that, if I don't live in La.? Again I told them no, that I wasn't going to pay them another $70.00 so that I could cancel the membership, and sure enough, they canceled my accrued visits to a location in Nevada.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“The absolute worst place ever to go if I could give a zero out of five stars I would. I was refused services three times and two out of those times I was told that the massage therapist had left for a medical emergency went in fact was still in the building.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“I would give a zero if I could. When you go to cancel your membership the manager never seems to be available. For a week now I have been trying to get this membership cancel with no response from a manager. Apparently they are the only one who can cancel the membership. I am only canceling due to changes in my finances.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“If I could give them a zero, i would. I really don’t like writing negative reviews, but I feel it’s warranted. Honestly, I just want this out there so I can help others avoid the headache I’m currently dealing with. AVOID THIS PLACE AT ALL COSTS!!!! I’ve been a member of massage envy for YEARS and I was so happy with them until it came to cancelling. Due to increased expenses, I decided to cancel my membership with them. I reached out on 6/25 about this. They said I had to pay the current month - fine. So I did. I was told that they would email the cancellation form and a manager would reach out within 48 hours. That did not happen. I reached out again on the 28th, no answer. I reached out again on 7/3, they only answered about the form, stating that they sent it on the 25th but will resend it if ”I can’t seem to locate it”. It was not sent, I checked everywhere. I still have not received it. I had to ask AGAIN about management reaching out and they finally said the manager would reach out today (7/3). NADA. Mind you I tried calling a couple times too and they never answered. So I called again 7/4 and left a voicemail since they are closed, along with two texts stating that I need this form and to have a manager call me first thing. Seems like this is a pretty common thing for them, and it’s unfortunate. I’m just hoping at this point I’m not out all my credits, and they aren’t trying to make me add yet ANOTHER month to it. I will update this post once I have more information, but please save yourself the hassle and take your business elsewhere!!!”
Helpful Report
Posted 1 year ago
Tina Kocotis
Unverified Reviewer
“Horrible customer service!”
Helpful Report
Posted 1 year ago
Judy
Verified Reviewer
“Zero stars. 7175 W Lake Mead Blvd. Las Vegas, Nevada location. I called on Saturday morning and scheduled two appointments for me and my daughter for Sunday afternoon. I received a phone call Saturday afternoon confirming my appointment for Saturday. I said no it is booked for tomorrow,Sunday. She tells me I still have to pay for the inconvenience for the massage therapists. I did get mad and started yelling and asked to talk to the manager, she said, I booked your appointment and I am the manager. I asked how to get a hold of the owner and she hung up on me. Not my fault that this person is incompetent and booked the wrong date and I have to pay for it.”
Helpful Report
Posted 1 year ago
Anonymous
Verified Reviewer
“The worst massage experience I’ve ever had. In the middle of my massage I asked my therapist to go deeper and he told me he was too tired today and then I should have empathy for him because he was been working too hard and couldn’t give me a massage that was any deeper. He the said maybe I was having a bad day and that I needed to talk it out with him and would not leave the room. When I went to explain what happened at the front desk, because after 20 minutes of my massage, the front desk attendant had an absolutely terrible aggressive attitude and said I had to pay for the entire massage, even though their therapist was too tired to give me a massage. I highly recommend never going to this place. It’s the massage parlor in downtown Chicago: · 345 E Ohio St”
Helpful Report
Posted 1 year ago
LJS
Verified Reviewer
“Robbed of full service purchased. Atlanta Midtown location. Paid for 60 minutes received 25. I didn't realize staff clean up/set up time was part of my payment. Poor customer service and Management. After reaching out to the number provided for Cooperate office which was a dead-end, I understand the attitude of the staff. This was definitely a learning experience. I will never, ever return”
Helpful Report
Posted 1 year ago
#NeveragainME
Unverified Reviewer
“I was giving a couples massage as a Christmas gift. I could not use it for a few months due to my current health issues. When I called to schedule the appointment a few months later, I was told the deal was no longer active, that it expired December 31. (Promoted for the holiday) I had to go through corporate to get them to honor my gift card. When we finally went, calling was horrible, no customer service skills, and I was told they they do not have the capability of to do couples massages. The highly overweight massage lady fell asleep while giving me my massage. Touched my feet for 30 seconds, never did my lower back after I told her to make that a target area, never touched my face or head, and then tell me my back is so tight, I need to make more appointments before they can really make a difference. lol I’m African American with shoulder length hair, never massage my scalp, I guess she thought I had tracks. Crazy. This was not my first massage but it was my worse one. Will not be going back to ME again.”
Helpful Report
Posted 1 year ago
Cynthia McCoombe
Verified Reviewer
“I have been going to the Sunset Hills Massage Envy for over 10 years and have never had a bad experience. This last time I had a man named Matthew. I specifically stated before we began and during the massage his pressure was too hard and I did not want a deep tissue massage. I thought the table I was laying on may break as much as he shook my back from side to side, the table was creaking. I met up with some friends several times in the last week and my back hurt when they hugged me. It's a week later after my massage and my back still hurts. Worst massage I've ever had in my life and I will never be back.”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“Extremely disappointing experience! I bought a message for my husband for his birthday. At that time I specifically asked for a gift card when I went in to purchase, but was told it was all done though his phone number and all he had to do was call in to book the appointment. Now a few months later after they cancelled an appointment, the prices have increased and every time he talks to someone they ask him for an actual gift card, it’s been more of a headache then a gift. I really wish I had saved my money and spent it on a better message place. There are so many places out there, this just happened to be close to us and I thought it couldn’t be too bad. Next time I will definitely travel further away in order to go a more professional facility!!! I will never deal with message Envy again and will tell everyone I know to steer clear. Anyone looking for a place I would highly recommend the Refuge which is amazing!!!!”
Helpful Report
Posted 1 year ago
Melissa
Verified Reviewer
“Wilmette,IL Location: 90 minute massage for tension reduction and muscle aches. First time client. Loved the waiting area and the receptionist, Zehra, was professional and very friendly. My therapist was Maria who gave me an amazing massage with BioFreeze and I can't believe how much better I felt and how loose I felt walking out. I prefer quiet and there was no talking except once to check in. I scheduled a facial and another massage in 2 weeks. I also met the manager, Sadaf, who was lovely and so welcoming. Overall: AMAZING EXPERIENCE”
Helpful Report
Posted 1 year ago
Anonymous
Unverified Reviewer
“I rarely if ever write reviews but I couldn’t let this one go unsaid. My husband bought me a $150 gift certificate. I scheduled the appointment. Everything ok leading up to the appointment. They were 5 minutes late taking me back, no big deal the girl ensured me that I would still get 50 minutes ( for the 60 minute massage) because 5 minutes to undress at beginning and 5 minutes after. They really should just call it a 50 minute massage. The massage was literally the worst massage I’ve ever had. She talked the entire time and asked if I was ok every 10 minutes. She was more worried about educating me on stretching than she was on actually giving me a massage. When she said I’m finished and taking another 3-5 minutes of talking I quickly got up to check the time from when it started. It was about 35 minutes! Whatever, I was over it by then and just wanted to get out of there. I get to the desk to check out and was told I couldn’t use my GC that was purchased online that I needed it printed out. I email it in to have them print it. My total was $135 so I asked if I could give the other $25 on the GC plus $10 cc. She said no we can use the GF towards a tip. Why? My husband’s $150 is the same either way! Then they charged me a service fee to use my cc to leave a tip ( that quite frankly wasn’t earned).”
Helpful Report
Posted 1 year ago
MF
Unverified Reviewer
“Canton location - had a gift certificate for $100 as a birthday day gift. I have a massage place so I decided to get a 60 minute facial as advertised for $80 - turns out to be more of 35 minutes (in and out door after filling out paperwork and getting undressed and dressed in 55 minutes). It felt good but def lacked time and completion - disappointed and will not return. Also advised if I didn’t join the membership - the next appt facial would cost $130 - Never!!!”
Helpful Report
Posted 1 year ago
Massage Envy is rated 2.0 based on 162 reviews
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