Great service and lovely staff! Highly recommend if you are in need of a good massage.

They done even deserve ONE STAR ... had a horrible experience at the Elements Massage in Saugus, and I need to warn others. My appointment was in early November, and from the moment I arrived, everything went wrong. I was on time, but I had to wait a shocking 12 minutes for the masseuse, Yohannes, to even come out. Once he did, I was made to wait another 7 minutes in the room before he finally came in. I explained exactly where I wanted focus--on my lower back--but I did not want him to focus solely on that area for the entire massage. But that's exactly what he did. To make matters even worse, Yohannes ended the massage a full 12 minutes early, after spending the entire time on one area. When I told him I wasn't satisfied, he became completely defensive and rude. He had the nerve to tell me that if I wanted a free massage, I should go complain at the front desk. As I tried to leave, he pointed at me, glared at me with pure anger, and made me feel completely unsafe. His face and eyes were filled with such rage, it honestly felt like he was ready to do something to me. After the session, when I was in the lobby talking to the receptionist about what had happened, Yohannes stormed out from the back when he overheard me complaining about him. He came out looking enraged, his face filled with fury. He shouted at me, and it was obvious that he was ready to escalate things. His whole demeanor screamed anger, and it was honestly frightening. He made comments about me being broke and about my background and what I was wearing, which was completely unprofessional and inappropriate. He openly accused me of being unable to afford the service and treated me with complete disrespect. Then, on December 19th--over a month later--I received a follow-up call. The receptionist called me, and I explained everything to her--what happened, the entire incident. She was very kind, very empathetic, and truly understood my frustration. She then transferred me to the manager, and that's when everything went downhill. The manager immediately came on the line and said, "You seem like you were upset when you got here to begin with." I was stunned and said, "Excuse me?" She went on to say, "Well, the notes here say that you shouted across the lobby asking when the massage would start." I was confused and told her, "First of all, I never shouted. Yes, I stood up and asked the receptionist how long it would take because I had already waited for more than 12 minutes. I had every right to ask that question." She dismissed this and said, "Well, I'm just reading from the notes here." I explained, "That's not what happened," but she continued to insist it was in the notes. Then she said, "It's also noted that you were very upset, and you came out of the back extremely mad. It seems like you went from 'small mad' to 'big mad' today." She kept repeating the words "small mad" and "big mad," which was completely bizarre to me. In my head, I thought, "What is she talking about?" It only made me more frustrated. The manager's tone and choice of words were completely dismissive, and it only added to my anger. She kept downplaying the entire situation, and instead of apologizing or taking responsibility for the actions of their staff, she turned it all on me. She had the nerve to tell me that I could rebook my appointment at a different Elements Massage and that she would refund my previous session--but only if I went to a different location. This implied that I was banned from the Saugus location. How can you ban a customer who was harassed, disrespected, and offended by your own employee? How is that even possible? The real issue here is your employee, not me, and for the manager to make me out to be the problem is insane. It's beyond frustrating, and the audacity she had to treat me like that is just unbelievable. This place has no idea what customer service is. The entire experience was a nightmare from start to finish, and I would never, ever recommend anyone go there. Save yourself the trouble and find a place where you're treated with respect. read more

Great massage, very pushy front staff! Sara was extremely pushy about the monthly subscription which we didn't want and declined twice, she still handed us the contract incase we changed our minds Almost took the relaxation experience away. read more

WORST EXPERIENCE: BUYER BEWARE!! I signed up for a membership and used a credit card that was to be charged monthly for my membership. I came in for a massage and used a different card to tip with than the one I had chosen to auto pay my monthly membership with. The next month, my membership fee started to auto debit the card I had used once for the tip. When I called to tell the front desk what was happening, their response was, "they must of accidentally chosen the option to make that your deferred form of future payment." No apology, and extremely dismissive. I complained to Scott the owner, he was more helpful, and explained he was having difficulties finding competent desk help. I have tried several times since, to cancel my membership to no avail. THEY CONTINUE TO CHARGE MY CREDIT CARD month after month. I have called (pre Corona) and was told I needed to come in & a form. I went in and January and asked to sign the phone to cancel the membership the receptionist told me that it would be canceled and there was no form that needed to be signed. I have called and left a message has no one is returning my calls I had to dispute the charges with my credit card company and change my credit card number. They're the worst company I have ever dealt with. It's too bad, because I enjoyed the massages and the location was convenient for me. read more

This place is shady beyond words and I don't trust them. There's a front receiptionist who has a very raspy voice (sounds like she's smoked many cigarettes in her lifetime) who blatently lies and is also very, very shady. I'm a member at another elements and called this saugus one bc I was in dire need of a massage. They told me the price was $79. I'm a member so it would be $69. The woman with the raspy voice told me nope it's $79. Non member rate is $79, not $69 but I'm a member. I spoke with owner too who said the fee was $79. I don't trust this location and won't ever go back. They don't care about their customer service, and are SHADY. It is also worth noting that when I first started with elements about 3 years ago, it was $59/hr for member rate. Then they changed it to $69/hr, and now this bogus location has upped the price AGAIN to $79/hr. If elements keeps raising their prices, they will start loosing customers! read more

Waited an extra week in order to book with a massage therapist that does deep tissue massage. Everyone was very nice there, but I definitely did not receive a deep tissue massage. There was no pressure applied whatsoever. It was extremely disappointing. I am sad that I wasted my time and money. read more

I have never had a bad massage here. I am a member as well as my husband, and we can literally book with anyone knowing we are always going to have a great experience!! The only issue I've had was on my first visit- I was told one price for the addition of hot stones but it ended up being $20 more than they had told me. However, the lady that checked us out ended up taking it off our bill so that was good. Since then I have never had any issues! I came from another massage place in Saugus and had been a member there for years, but the service there became awful and there started to be so many restrictions on the use of my membership. Traveling so much for work I couldn't use the monthly massage fast enough, and would often lose them. Elements has allowed for me to rack up a few and then use them when I am able. I love it here!! read more

Elements massage in Saugus is the least professional organization I have had the displeasure of working with. The poor quality of the massages, the terrible communication and the atmosphere have been causing us so much stress that we want to cancel our memberships and they won't let us. My boyfriend and I had a few couples massages where he was telling his masseuse that he was in pain and asking him to stop. I could hear what was going on and it was giving me anxiety! His masseuse refused to listen and kept on hurting him. He left covered in scratches. We let the front desk know and sent an email with a photo of his injuries and never heard back. They offered a free appointment as an apology but we decided we didn't want to go back. Elements then called back to try to reschedule the appointment for a different time (they have done this multiple times including early morning calls on the weekend that woke us up) and the woman had a nasty attitude when I again told them I wanted to cancel both of our memberships and appointment. She had no record of any of our previous communication. Get it together, Elements of Saugus! Listen to customer feedback and drop the attitude! read more

Had my first and LAST experience at this particular location. An alleged therapist named Abraham. I left worse off than when I got there. I've had massages for years and this experience rated among the worst Advise , find someone other than this guy read more

Came here for my first deep-tissue massage and had Jen as my therapist. Set this appointment up because my back was completely filled up with knots and the pain was really getting to me. Booking the appointment was as seamless as it could get. Called the day before and they had openings for me. Price was pretty average compared to other massage places and they do have a great deal for newbies! If it's your first massage you get $30 off so I paid $69 instead of $99. Super great deal! *Please note they do charge you $40 for a missed appointment/ not giving at least 24hr notice* So starting with the place itself.. it is very nice and clean and the ambiance is quite relaxing. The music is calming and the decor makes you feel warm and tranquil. Staff is friendly and helpful. I did have someone new helping me so it was quite difficult to understand what their wellness program entails which is a bummer because it's something I was quite interested in! Hopefully I'll be able to get more info/ join next time around. Now to the massage.. It was great! Thanks Jen for a very soothing, yet firm deep-tissue massage. I think my favorite part is that they don't use super oily lotion that just leaves you feeling sticky for the rest of the day. They use some sort of oil that dried up very nicely and didn't leave that sticky feel. The massage table is amazing. SO comfortable! It is heated and cushioned perfectly. I felt truly pampered. I left feeling immediate relief of all the knots and even after a few days I was still feeling great with no soreness! Will definitely be coming back. Couldn't give the full 5 stars because the massage is supposed to last a full hour and mine was about 40/45 minutes. read more

Liz did an excellent job. Really took her time, has a soothing voice, communicated with me properly, applied the perfect amount of pressure and she was the best massage I've ever had. (I've had plenty of professional massages). I'll definitely be back and really wish the membership was within my budget. I prefer light to medium pressure, for anyone who prefers the same, I recommend Liz. The front desk was very informative as well, asked me if I wanted to add things to enhance my experience and explained everything to me. Maybe next massage, ill add something extra. I recommend this elements! read more

My first massage and I'm very pleased with it. The ladies up front were so nice! I can't get over how pleasant and helpful they were. Luz was my masseuse and she was amazing! I feel so relaxed after. Everything had such a relaxing feel to it. Everything was clean and welcoming. read more

Rebecca was very dishonest and rude on the phone. It's a recorded line on both sides she agreed nothing I said was vulgar but had the audacity to call me rude after laughing at me multiple times then hanging up at 10:21 am today May 12th. All I was questions was the contract which she made me sign up for then always asked for a tip while she's not even the therapist very rude and professional even told me I can't speak to the owner Tara and I MUST WALK IN AND SIGN A CONTRACT which I do not feel comfortable doing after her tone and threats read more

Called, booked a massage. No problems everything was smooth. All of a sudden I got a call one night saying I late for an appointment I didn't make with the women on the phone. She book 2 appointments for some reason and never said a word. I thought I one had one appointment. Since I "missed" an appointment I didn't make, they charged me a full session and proceeded to want me to book another session. I was confused on how something I didn't do costed me money and the women on the phone simply passed it off like it was nothing because in the end, its not her money... poor customer service. Brushed it off like it was 20 dollar charged. Full rate for nothing. Staff doesn't care about that nor would the owner if that's how they run the office. Plus, it took me 3 times calling for them to email over the cancellation form, which extended me another month. Almost like they planned that. Horrible business model and I feel like I had money stolen from me. Not the feeling you want from a place that is suppose to be comforting and relaxing. Therapist was nice however and would recommend Andre. Other than that, spend your money else were. read more

Shandu is amazing!!!! Best massage and detailed it to what I was needing. Highly recommend her. Made sure pressure wasn't too much and very experienced. read more

Felt like I was on cloud nine leaving this place. I have a tense back and pinched nerve due to my job and Aasia was absolutely amazing. Not only didn't she hit all the right spots but she was a total sweetheart and we shared a nice conversation during my session! read more

First time was OK, since then has been a scam to try to get my girlfriend & i to upgrade to the 90 minute sessions. different therapist every single time. When we were told we'd get the same one, day of there would be a change. Seems like they can't keep the same staff longer than a month. Have never seen a familiar face. Scam emails every single day about openings & spots we should fill up that I never signed up for. They're trying to make me drive all the way out there just to get my subscription cancelled & money back. It's 2022, we do things on the internet now. The oil they use to massage with used to be warm & now they use what feels like refrigerated baby oil. The randomly used the cupping on my back & tried charging me for it. They'll charge you for a 60 minute session, and do about 40 minutes of massaging. They'll ask what you want massaged, then specifically avoid that area??? Hate this place. Told them to leave a tip & they never take it off my card so all their employees probably hate their jobs as much as I hate going here. Horrible business model & rude staff that acts like highschool students. The Medford location is far better, but sadly they don't have a couples room. The rooms have also been dirty as I've walked in and saw old candy wrappers from the chocolates they leave out & don't change between customers during a pandemic... wish I could give less stars. read more

I got a massage here last week and it was awesome! I already set up my next appoaintment! The staff is friendly and the location is very clean. I would recommend getting a massage here! read more

Just tried out the new elements in so I guess had a very nice massage with Liz the spot is really nice clean and very very relaxing. The staff was very friendly and accommodating. If you're looking for a place to unwind relax and add a little bit of self-care and love to your body this is the place to go. Check it out! read more

Everyone I have met at Elements Massage Saugus has been a top notch quality person! I have had massages from Luz and Andre. Both are excellent. If you need a relaxing, easy massage tgen go see Luz. Need deeper body work or stretching, then Andre is for you. Scott the owner is friendly and professional. Nina the receptionist is outgoing and ready to accommodate your requests. Just go! You will not regret your appointment. read more

Had an amazing massage! Had one from Khandii and another from Seth! They both were amazing and i left feeling so relaxed and tranquil. The environment in this studio is very relaxed and so beautiful and clean. The front desk staff is also so friendly and lovely! Definitely thinking of becoming a member! read more

Went here on a Tuesday night at 5:30 and scheduled a 90 minute massage. DO NOT GO HERE!!! Let's just say I left more stressed and way less relaxed than I arrived. I arrived at 5:15 - 15 minutes prior to my 90 minute massage to "fill out paper work." When I arrived, the receptionist, Saidy, was checking out another customer and proceeded to ask him questions and make small talk about his hometown..as I sat there and patiently waited. Ten minutes later, Saidy checks me in. As I stood there for another 5 minutes waiting for what I thought was paperwork to fill out, I realized she was texting on her phone while I stood there like an idiot. When I asked about the paperwork she stated, "oh ya you do have to fill it out. It's only 3 pages though." At this point we are at 5:35, 5 minutes into my "90 minute massage." After I filled out the paperwork, Saidy rushes me into a room saying nothing and shuts the door. I get undressed and get under the covers, as I was given no instruction and was completely rushed. Ten minutes later, the massage therapist, Jonathan comes in and says "you were supposed to stay dressed so we could have a consultation first, now this is just awkward talking to you naked." I explained that I had given no direction whatsoever. The entire massage was painful and incredibly awkward, and Jonathan decided to end the massage at 6:30 - which would be less than an hour, NOT the 90 minute massage I had booked. Saidy the receptionist asked why I was out so early, instead of apologizing on their behalf. What a terrible excuse for professionalism and a massage studio - surprised the BBB has not looked further into this disgusting place read more

I love Elements in Saugus! The location is super clean and calming. The front office staff are friendly and knowledgeable. Appointments are frequently available when I'm looking to come in. Ibrahim is my favorite massage therapist and I see him nearly every time - he's very kind and really focuses on the areas of my body that need the most relief. read more

Everyone at Elements is great! Never had a bad massage! I have been going to this location since they opened& have seen many different massage therapists. They listen to what you need and do a great job. The front desk staff is always extremely helpful and welcoming. They offer upgrades and let you know about the good deals, but they don't make you feel uncomfortable if you do not want to do it. That is extremely important to me when I go to a place. I can't wait until things are back to normal so I can relax at elements ! read more

This company makes no sense. They ask you what level of pressure you would like and they give you the complete opposite. I've gotten 3 massages from there and I would get the same lady who is too rough for my liking. The last time I was there they had an issues with my husbands membership and made it difficult for us. Front Desk tried to be nice but you can tell she was getting upset. I always ask for hot towels after my service and never get it. I was suppose to hear from the manager and didn't get any call/email. They clearly don't care about their customers. read more

This review is specifically in regards to the front desk help at this location and not a reflection of my massage therapist. The challenge is -- the welcoming and exit experience was so terrible it genuinely left my stress level higher than when I arrived. The poor service began when I arrived when the front desk attendant forgot to give me the paperwork I was supposed to fill out as a new client. My therapist was obviously herself miffed by this but, fine, mistakes happen and, although not ideal, I could fill it out after the service. (Although, talk about a legality issue to not have me consent to treatment PRIOR to the massage). The complete lack of professionalism and down right just extremely rude treatment came after. When booking my appointment, I had been assured that Spafinder giftcards were accepted. Great! When I presented these for payment at the end, the same front desk attendant who forgot to check me in took my cards but quickly dismissed them as "not having the right pin number" needed for redemption. I explained to her that they were older cards that I hadn't used for awhile but that I had contacted Spafinder to assure their balances and I even pulled up the email from Spafinder confirming this. She then proceeded to tell me that I was mistaken and that it was possible that someone else had "stolen my cards" and used them unbeknownst to me at some point. I was taken aback by this accusation and frustrated. When I disagreed, she pretended to call Spafinder in front of me but said, "oh, no body answered." literally without even listening to the prompts on the phone. She then proceeded to say, nothing she could do, and quickly told me to pull out my credit card. I told her I would pay now and that I would call back with the confirmations from Spafinder (even though I found this to be ridiculous itself). So, I paid and in the parking lot called Spafinder myself. For one of the three cards I had, I was easily able to pull it up online to show a $25 balance (something she refused to do inside). I immediately went right back (within two minutes of exiting the store) to let her know that at the very least I could clearly show her on Spafinder's website the $25 balance on one of the cards. As I got out of my car to go back in, she was squatting down outside of the building smoking and literally told me to have the other girl deal with it inside. I also at this time was on speaker phone hold with Spafinder for the other two cards. Suddenly, though, when I got back in and spoke to the second woman and they realized I was actually calling Spafinder... just as I got someone on the line, they magically knew how to accept the cards -- all $75 was now put through. All of this after having to fill out paperwork AFTER my massage, be accused of lying about my gift cards, being LIED to that Spafinder wasn't picking up, and having the attendant basically blow smoke in my face. There was not even so much as an apology. It was clear she was furious that I had simply checked her facts. I don't write many reviews because it's a tough world out there -- but this was egregious beyond words, let alone for spa atmosphere. read more

Booked a couples massage here for my husband and I for our Anniversary. Both massage therapists were very nice and professional but my complaint is i booked deep tissue massages for both of us..My massage was basically a soft rub not even close to a massage at all. My husband also said his massage was not a deep tissue either.. In the middle of our massage my husbands head rest broke so the massage therapist had to leave to get another one she hooked it up and that one was broken also so she had to leave again to get another one. You would think that they would take that time lost and add it to the massage. Nope instead the massage was cut short a few minutes. The day after our massage I received a survey in my email from them seeing it was our first time.. I wrote to them about what happened and thought maybe the owner would reach out to me and a week later still have heard nothing. I would not go back here or recommend them their are several other massage places to choose from that care about customer service. read more

I booked a 2 hour massage with Dani-Lu. When I arrived she proceeded to question me about why I needed 2 hours? Saying "I usually only do 1 1/2 hour massages". Ok great Dani-Lu but I booked 2 hours. She says "I need to do numerous massages on someone before I can do a 2 hour". Really? I have never experienced a massage therapist basically telling me they don't want to do what I just drove all the way there for? Any massage therapist worth their salt can do a 2 hour massage standing on one hand. It seemed like she was nervous to do a massage. I told her I have been receiving massage my whole life and that was the first time I ever heard the things she was saying at the beginning of a massage. I mean every other massage therapist just asks me where I am sore and then proceeds with the massage regardless of how long it is. Dani-Lu visually seemed perturbed that I told the front desk I am sore in my neck and shoulder blades, I even think I saw her roll her eyes at me. The impression was that I was asking for something too much? The front desk asked me where I was wanting any preference. The attitude was apparent that she was there to do what she wanted even though I am paying the money and I am the customer. Like if I would like my neck worked on first and some at the end also isn't that my right as a customer to receive that? It seemed we couldn't get past the 2 hour issue she had when she again asked me "why I want 2 hours"? "What do you want me to do for 2 hours" she said??? I just looked at her incredulous. At that point I left. Dani-Lu needs some serious work on her massage table manners. I will not return to Elements massage in Saugus. I also told the front desk gentleman as I was leaving and he offered no assistance or recourse. I asked him to have the manager call me and no one has reached out to me with any customer service. I will not return to Elements massage in Saugus. read more

I can't say enough about how nice & helpful the staff is there. The owner Scott, is so nice & professional. My therapist Seth I have seen 2 times & after the first time I'm hooked! He knows exactly what to work on to make my chronic back pain feel so much better. I definitely recommend them there!! read more

Good massage. However, they try and get you signing up for membership too much. Also, I signed saying dont send me emails...they keep sending a lot of them!! read more

Wow! New therapist Greg B - great job! He really listened, and my (formerly) painful left shoulder feels so good now. He's a keeper.

Great and friendly staff. Awesome massage therapists. Seth was amazing. I've got another one already booked. My sister and mother had other therapists and they were also great! read more

I took advantage of a $30 flash sale for 60 minute massage and this massage ended up being the best massage I have ever gotten. I had Susan and she did an excellent job! The best part was that she actually listened to my problem areas and spent time working on them. She didn't waste my time by going to other areas I didn't request, which I feel is something that I always get when getting massaged elsewhere. I will definitely be going back to see Susan and highly recommend this place! Clean, quiet, the staff is professional and polite. Lots of parking and easy to find. read more

We had such a great experience here today!!! The space is so calming and beautiful. We loved Seth and Luz! Both were exceptional massage therapists. Can't say enough about the kind staff that made us feel very welcomed! Highly recommend and can't wait to go back! read more

Went to Elements today for the first time. I have had massage before but none for a very long time. When I booked Seth was available today, so today I went. I want to say I was in a lot of pain. The elevator in my building croaked and I have been climbing stairs to the 3rd floor from the garage a couple of times a day. Plus I recently moved my home office from one room to another, I found pain in places I never knew I had. I had a deep tissue, was painful, but now to be honest I don't feel too bad. Seth said he thought I would have some discomfort tomorrow, but I have booked 2 more 90 minute massages to help be get out of the painful trouble I am in. I sit at a computer all day so that is not a good thing, the only exercise I get is walking my dog around a track, daily, weather permitting. Thank you Seth. See you in two week. I am hoping the pain will take a nice vacation away from my body by the end of the month. read more