In early October, I scheduled a facial appointment for October 21st with a specific esthetician…read more The day before the appointment, I did not receive a confirmation text, so I contacted the location directly. I was then informed that my appointment had been incorrectly scheduled for November 21st, not October 21st. The staff rescheduled me for October 22nd with the esthetician I originally requested.
Upon arriving for my appointment on October 22nd, I was informed that the esthetician I had specifically booked was not working that day. This was extremely frustrating and confusing given the prior rescheduling. I was encouraged to proceed with another esthetician, which I reluctantly agreed to.
Before the service began, I asked to redeem my reward for a neck and décolleté treatment, which I had used many times previously. I was told that rewards could only be applied to massages, which contradicted my past experiences and the program's prior flexibility.
During the facial, while I was lying down with my eyes closed, the esthetician improperly positioned the hot steamer, causing burning to my face and direct contact with my eye. I immediately screamed in pain and panicked, especially given that I was scheduled to be married within three days. Despite the severity of the situation, there was no sense of urgency from the front desk staff. The manager was not on-site and only instructed staff to have me complete and sign an incident form. No immediate medical assistance or concern was offered.
I requested to cancel my membership, but was told I had one remaining package that needed to be used within a month, without being informed that a refund was an option.
My fiancé (now husband) immediately took me to urgent care, where I paid $75 and was diagnosed with a burn, scarring, and a corneal abrasion. Due to the proximity of my wedding, I was referred to an ophthalmologist the same day for proper treatment, resulting in an additional $45 expense.
I attempted to contact Massage Envy corporate, which was extremely difficult. When I finally spoke with a representative, I requested reimbursement for:
* $75 (urgent care visit)
* $45 (ophthalmology visit)
* $75 (unused service package)
Total: $195, along with accountability and additional training for the staff involved. Months have passed, and I have received no response, refund, or resolution.
I have since learned through an acquaintance that the esthetician I originally requested was actually working that day, and that staff provided inaccurate information and were enforcing their own rules inconsistently.
This experience caused significant physical pain, emotional distress, anxiety, and negatively impacted what should have been one of the most important moments of my life--my wedding. The lack of accountability, follow-up, and concern has been deeply disappointing.
I don't not recommend anyone to go to this location. However, if anyone does go to this location, I strongly advise others to proceed with caution, as there appears to be a lack of professionalism, consistency, and responsibility for client safety.
