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Urban Massage Reviews

2.0 Rating 50 Reviews

14 %

of reviewers recommend Urban Massage

Company Reviews

2.0

Based on 50 reviews


Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat

About Urban Massage:

UK based Customer Care Centre from 8am to 10pm (7 days a week).

For any booking and general enquiries please call us on 0330 102 7667

Visit Website

Phone:

02030519021

Email:

info@urbanmassage.com

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I've been using Urban for massage for a few years now and I can't recommend enough! I've been lucky enough to have some amazing treatments and really lovely chats with the therapists who seem to really love working with Urban, that's always so good to hear and definitely makes me want to keep booking. In terms of pricing, it has gone up in recent years but again, I know from chatting to my therapist that it's been very much welcomed by the massage therapists whose costs have been rising especially since covid.”

Posted 3 weeks ago

Hey Stacey, thanks so much for taking the time to leave us a review. We really appreciate your feedback, it helps make your Urban treatments even better!

Posted 4 days ago

“I have been booking massage appointments with Samuel for several months, he is amazing and I always find relief from the daily stresses of life, I look forward to my next visit. thanks Sam!”

Posted 5 months ago

Sounds like Samuel did a great job! We're so happy you're having a lovely experience booking with Sam. Make sure to add them to your favourites for next time – thanks for the great feedback!

Posted 4 days ago

“Unfair Treatment and Lack of Support for Therapists at Urban Massage I want to share my disappointing experience working with Urban Massage, specifically as a physiotherapist. I had been with the company for a year without any issues until a recent incident with a client. I had to travel 60 miles for a session with a client who not only displayed rude behavior but also exhibited racism. Despite maintaining professionalism throughout the session, the client proceeded to leave a dishonest and damaging review, falsely portraying my services. To make matters worse, the client complained to the main app, making baseless accusations against me. Shockingly, without investigating or seeking my perspective, the Urban Massage team swiftly terminated my association with the platform. What's disheartening is the lack of concern for their therapists. Despite my year of dedicated service, working weekends and traveling extensively within London, the company chose to prioritize a single client's complaint over my track record. Urban Massage's approach reflects a disregard for the well-being of their therapists, seemingly more interested in financial gains than the fair treatment of their workforce. This unjust and hasty decision has left me unable to use the app, tarnishing my previously impeccable record. In conclusion, my experience with Urban Massage has been nothing short of disappointing, and I caution others considering working with them to be aware of their lack of support for therapists and their tendency to prioritize profit over fairness and loyalty.”

Posted 5 months ago

Thank you for sharing your feedback with us. I can confirm that our Management team have been in touch with you directly about your therapist profile. Unfortunately, due to terms not being adhered to in line with our Partnership Agreement, your therapist profile was deactivated. We do appreciate you getting in touch with the team following this, to share your acknowledgement and apology with us. However, we take the Partnership Agreement very seriously and this is in place for all therapists on the platform. If there is a clear infringement to the partnership, we take the correct and necessary steps. We align all of our policies and processes with the UK Anti Discrimination Law, in order to ensure that individuals, both therapists and clients, are not subjected to discrimination or unfair treatment based on their protected characteristics. If you require any clarification, don't hesitate to reach out the team again. We wish you all the best with your future endeavours. Team Urban

Posted 4 days ago

“Scam of a company. Avoid like the plague.”

Posted 6 months ago

Hi there, we'd really appreciate the opportunity to investigate your booking experience further. Please reach out to the team via Live Chat on the Urban website, or email us at info@urban.co with any further details you can share.

Posted 4 days ago

“A truly awful experience that i wouldn't wish on anyone on anyone. Must have got the therapist from hell, a very nasty woman! This urban company really needs to have a contact number that is clearly visible on the website. I couldn't find any contact number. Terrible.”

Posted 7 months ago

Hi there, thank you for sharing your feedback. We would appreciate the opportunity to investigate your booking experience. If you haven't done so already, please reach out to the Customer Support team via Live Chat or email at info@urban.co

Posted 4 days ago

“I start with Urban 6 months ago , their calculate traveling system dosen't work , we always late for a treatment , I told them , they says it's not my business and if im not going on time they will remove me from the platform , I can take 65 stops with two changes for one hour They don't care That guy Martin or something like that , in the office , who put him there , no skills at all Anyway now I work for myself , I never late because on my website the time from client to client is a realistic Those two creators of the platform, they never saw massage oil in real life , I don't know how is possible that company to exist after 9 years They change the therapists one after the other, that is why 70% from them are with one year experience, total waste of time Urban- rubbish Only decent people in that Urban are Support team on the phone Ruth, Angi and Poul that it Everything else is 😵‍💫😵‍💫😵‍💫😵‍💫💨💨💨💨🕳️🕳️🕳️🚾🚾🚾🚾↙️↙️↙️”

Posted 7 months ago

Thank you for sharing your feedback with us, I can confirm that our Management team have been in touch with you directly about your therapist profile. Please don't hesitate to reach out to the team if you have any further queries.

Posted 15 hours ago

“Poor. Constantly cancelling at the last minute.”

Posted 1 year ago

Hi, thank you for sharing your feedback, we're so sorry to hear that your bookings have been cancelled. We completely understand how inconvenient this is - in the event of a therapist not being able to make it to a booking, we'll always fully refund to your account so that you can easily rebook. Our Customer Support team are here to help you, don't hesitate to reach out us via Live Chat or email us at info@urban.co if you do have any queries.

Posted 15 hours ago

“My original booking was cancelled at the last minute as therapist had problems due to the tube strike. I re-booked with just an hour before the appointment. Sara the massage therapist was brilliant, professional and friendly. She made me feel very comfortable I will definitely book her again.”

Posted 1 year ago

Hey Ruth, thank you so much for your feedback. We're so glad that your therapist Sara was able to save the day, giving an amazing treatment - hope to see you again soon!

Posted 15 hours ago

“Unfair company and very rude, do not work for them as they will remove you from the platform if you receive even the smallest complaint.”

Posted 1 year ago

Thank you for sharing your feedback with us. All complaints are reviewed by our Quality Assurance team and our partner practitioners are communicated with transparently. We do take our quality policies, and the partnership agreement between us and all practitioners who work with Urban, very seriously. If there is a clear infringement to the partnership, we take the correct and necessary steps. If you require any clarification, don't hesitate to reach out the team via email at info@urban.co

Posted 15 hours ago

“Two no shows tonight total waste of my time never again!”

Posted 1 year ago

Hi, we're so sorry that this has been your experience - this definitely isn't up to the high standards that we expect. Cancellations happen very rarely and we are truly sorry that this has happened on two occasions for you. Our customer support team are here to help if you need any further support, please don't hesitate to reach out to us at info@urban.co

Posted 14 hours ago

“horrible company, do not use”

Posted 1 year ago

Hi there, we'd really appreciate the opportunity to investigate your booking experience further. Please reach out to the team via Live Chat on the Urban website, or email us at info@urban.co with any further details you can share.

Posted 14 hours ago

“Awful company, charge me twice but claim they didn’t receive the money and blame on me claim that that’s my fault :) not providing any service and extremely rude customer service. Stay away from this company otherwise you will lose your money and waist your time”

Posted 1 year ago

Hi there, thank you for sharing your feedback with us, we're so sorry to hear of this poor experience. We're happy to confirm that we have been in touch with you directly about this payment issue which has been resolved. Please don't hesitate to reach out to us via Live Chat or email at info@urban.co if you need any further support.

Posted 14 hours ago

“They steal your data including your bank details and they rip you off on a unprofessional massage and pay the therapist peanuts.”

Posted 1 year ago

“Awful experience”

Posted 2 years ago

Hi there, we'd really appreciate the opportunity to investigate your booking experience further. Please reach out to the team via Live Chat on the Urban website, or email us at info@urban.co with any further details you can share.

Posted 14 hours ago

“Masseaur was rude , abrupt and had bad body odour”

Posted 2 years ago

Hey, we really appreciate your feedback. Thank you for reaching out to us directly about your experience in order for our Quality Team to investigate your concerns and resolve this for you. Our team are here to help if you have any further queries, concerns or need any help with future bookings.

Posted 14 hours ago

“I booked a massage for my friend to have before her wedding. The morning of the massage I received a cancellation notification. I wasn’t able to find a last min replacement, so my (super stressed) friend didn’t have the massage! I asked Urban for a refund but they said they’d only give me a credit note. I said I want my money back as I have no intention of using them again. They refused. It then took me 6 weeks of fighting before they eventually refunded me. I would avoid this company if I were you!”

Posted 2 years ago

Hi there, thank you for sharing your feedback with us, we're so sorry for this last minute cancellation and totally understand that this was a stressful situation. Cancellations are rare, and in the event that a therapist isn't able to make it, a full refund is processed to credit so that you can easily rebook. We're so happy that you were able to book another therapist for the same day. A credit voucher was also added to your account to help towards a future booking, as an apology for the original cancellation. It seems there was a miscommunication with our Customer Support team in regards to this extra credit- I can confirm that this was later changed to a refund for you. Please do feel free to get in touch with us at info@urban.co if we can help any more; we would love to make sure your next bookings with Urban go ahead smoothly.

Posted 14 hours ago

“1. Hit on me during massage. Thought that was illegal. 2. tried female, she was very candid in her racism. 3. tried another guy, he was ok. Nice vibe, not strong enough 4. tried sports massage (deeper?) gave me a 20 min assessment and little massage. When I filled in feedback, the therapist contacted me to complain. 5. Going to my local gym. Urban? AVOID.”

Posted 2 years ago

“I made an appt with a therapist - I was waiting at home for them to arrive - and they did not turn up. I then checked my phone and it was marked as cancelled. Upon checking with support team - they told me I am being charged for the session because i failed to turn up to my appointment however I was waiting at home for them to come to me so this is not correct. Supposedly the therapist went to the wrong address and after 2 weeks filing a complaint to the support team i am still waiting for a response. this is absolutely ridiculous operational support team.”

Posted 2 years ago

Hey Krish, thank you for sharing your feedback here. Unfortunately, this booking wasn't able to go ahead as a full address wasn't provided for this treatment. It's really important to provide complete and accurate information so that your therapist is able to find you and your treatment can go ahead smoothly. I can confirm that our customer support team have contacted you directly about this - we're thrilled that you've been able to rebook successfully following this cancelled treatment.

Posted 14 hours ago

“Booked this stupid and rude masseur Bogdan for 8pm, was charged 70 pounds but he did not come and he just cancelled my booking even without informing me. Beware. Don't waste your time, money and effort there.”

Posted 3 years ago

Hi John, thank you for sharing your feedback, we're so sorry to hear that your booking wasn't able to go ahead. We completely understand how inconvenient this is, especially if a booking is cancelled last minute. In the event of a therapist not being able to make it to a booking, we'll always fully refund to your account so that you can easily rebook. Our Customer Support team are here to help you, don't hesitate to reach out us via Live Chat or email us at info@urban.co if you do have any queries.

Posted 14 hours ago

“Best massage experience ever! Not only the massage itself, but the location, the oils, the scents... it's magic, baby! I definitely recommend these guys! And my back does not hurt anymore 🙂”

Posted 3 years ago

Thanks so much for the 5-star review Loredana. We're so glad you had a great experience using Urban and hope to see you again for another treatment soon!

Posted 14 hours ago

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Urban Massage is rated 2.0 based on 50 reviews