My daughters 18th birthday was March 13. I made an online appt for a massage for her on Feb 8 and had an actual confirmation. Only to get to the appt today and be told they've had issues with Online booking and could not honor the appt. How would i know this? And on her birthday - i felt they could've cared less and made no accommodations for her. Pissed! I will never ever go back! read more

Shawny at ME gave me an entirely different experience than the first time I was here. If you come to Massage Envy, I would request her if you can. The ladies at the desk were much better. I try to train businesses on better people and systems, there was a difference. When sitting and waiting for the appointment, the lady sat a talked eye level to ask where my pain was and took the time for a personal connection. Hard to get people to do. Only thing keeping this from a 5 star is the first time I was there. But I am likely to be back again. Well done. Glad I gave them a second chance due to exceptional change in service. read more

Do not I repeat do not go to massage envy in general. Basically a scamming service. They have been in multiple lawsuits due to not letting members cancel even if you have major health issues affecting you being able to come in. The employees working here were incredibly rude. If you are working in customer service I would try to not be an insufferable human like the women who work at massage envy in beachwood. read more

Don't go here! My mom had the absolute worst experience. Selena should not be in customer service let alone be a MANAGER?! They had apparently fired Laura which was actually exceptionally well at customer service. But now all that works there are belittling snobs. Massage therapist wise and esti's are great but their front desk/managers need to be fired ASAP. read more

Avoid this place and their gift card scam! Completely lied to us about the gift card value, membership, and "deal". Why pay $115 for a gift card for a new member $65 massage?? Question it and the 20 something assistant manager refuses to call her boss or a general manager! How is that even possible?? Customer service was horrible! Dishonest sales practices! Go anywhere else - this place is ridiculous read more

Relaxing, ha! Try infuriating. If you're thinking about getting a massage or other services here, forget about it! They will gladly sell you gift cards or memberships for services and then repeatedly cancel and/or delay your appointments. Don't be fooled. I purchased a gift card for my wife during their Mother's Day promotion back in May, and she has been unable to use it over the last five months. Three times she's had appointments get cancelled on her! "Our therapist is out sick today", or "we don't have you on our schedule", or some other excuse. One time I can understand, but three? On top of that, instead of fitting her in quickly like most places would do, "our next available appointment is next month". What good is a gift card if it can't be used? Just read the other reviews! This place is a scam. read more

WORST Massage Envy Location!!!! BEWARE My massage therapist wore rubber gloves, he had shaky hands and all I heard was sqeaking the entire time. I Complained to manager and told that they were "sorry" and I was still charged for the appointment. I asked never to book with this person again and fast forward... I booked online and they assigned the shaky hands therapist again. I complained and was told it's the CUSTOMERS responsibiltiy to remember which therapist they don't like????? now they are telling me I'm to pay 1/2 the price for rebooking???? Unacceptable read more

DON"T BECOME A MEMBER! This is an extremely unprofessional business. Firstly, I signed up to be a member right before the COVID-19 outbreak. The company did not allow me to cancel my 1 year contract although eventually they agreed to "pause" it for several months. After re-opening they resumed my contract regardless of whether or not I was comfortable using their service and continued charging the monthly membership fee. Needless to say I was not comfortable using their services regularly and accumulated what they call a monthly credit. I never really had issues getting an appointment when I did take the risk and go in. I did this, mainly so I wouldn't just accumulate too many points and essentially throw money away (membership isn't cheap). As soon as my contract ended, I requested to cancel the membership as I am still not comfortable going regularly to make use of their services. After cancelling the membership, I have not had a single scheduled appointment respected. Keep in mind they have a policy that all remaining points must be consumed within 60 days after cancelling. Now I have a day job, so I either take time off of work or look for an opening on the weekend. Weekend spots book 3-4 weeks in advance, which is why I have scheduled SIX WEEKS OUT for the remaining appointments. So far, without failure, the day before or even 1 hour before the actual appointment I receive a text or call saying "our therapist is not available we're cancelling your appointment". This is literally 4 consecutive appointments now without any assistance to reschedule or extend this 60 day window to consume these points. These points have been paid for, worth several hundred dollars. I have never been so frustrated with the lack of service. This is so completely unethical to hold me to an "expiration period" when it is this company that keeps cancelling these appointments and preventing me from using the services that I HAVE PAID FOR! One final point - I wanted to give them the benefit of the doubt, one cancelling (even though I had never had a single cancellation in the 1 year since signing up) seemed like business as usual. Two cancellations in a row made me skeptical but 4 consecutive is not acceptable. I have asked multiple times to speak with a manager and figure out a solution so it doesn't need to escalate in to a problem, but they have not once been available to speak, and have not once called me back upon my request. read more

NEVER get into a membership. They make it so hard for you to use the services you accrue. They keep canceling. There is never a time available. A nightmare. Legal robbery that's for sure. Whenever you want a massage pay for it - that single service - at some other place that provides great service (I would recommend better quality services - not massage envy) and enjoy it. "You get what you pay for" - well I have more than 2500.00 worth of services I'm walking away from in order to stop paying this bad business. read more

Had the WORST massage in my life. Pondered about complaining and when I did I got no satisfaction. Terrible customer relations. Save you money.. don't go to Massage Envy in Beachwood,Ohio read more

Devin is an exceptional massage therapist! I get quite a few massages b/c I travel and get kinks in my neck and spine from it (plus carry around my small kids a lot). Most massage therapist are ok and leave a spa feeling relaxed but missing that real therapeutic feeling. Not with Devin! From 1st touch he was spot on. Really working the muscles, not just rubbing. I highly recommend him. I did 60 mins but will def do 90 when I'm back in town next time. BTW - therapeutic massage takes a certain certification and is not a "relaxing massage" as spa advertise. For ex., deep tissue is therapeutic. I happened to do one step less intense than deep tissue, I did firm to deep. It did not hurt at all. They helped me understand the difference too. We added a sore muscle treatment that included hot towels and a menthol gel that really helped my achy neck and shoulder muscles. read more

A 60 minute introductory massage is $65, so how is $115 for two 60 minute sessions a BOGO Mothers Day promotion? My sales representative was misinformed and misrepresented this BOGO offer. I bought the deal under false pretenses, management was made aware, failed to contact me and refused to refund my money. No surprise this place has so many bad reviews. I actually give it zero stars. read more

Tried to book massages for myself and my husband and the website kept saying "oops, something went wrong, please call to book your appointment." My husband tried to call twice today and no one picked up either time. He left a message in the morning, but no one called him back. Safe to say we'll be looking up other places to get massages. read more

Had a great massage from Mark for hip/sciatic nerve pain. Well done! Very kind, professional and informative!!

I went in for one massage to destress but ended with a membership lol. I felt bad for falling asleep and snoring during my appointment but I was tired. My therapist was gentle then firm as requested and asked what he could massage. Very calming, clean and the receptionist were nice. read more

Needed some help and relaxation after a medical issue and booked a custom 90 min. massage yesterday. The therapist appeared not to have read information particulars that I completed in advance of the session. He touched my neck (which I had specified I did not want - in writing.) He likewise did not address my hip/sciatica during the session, as I had requested immediately before we began. That was what I came in for... His initial work as I lay face-up was very light, akin to a "backrub". It was fine - not great. When I flipped over, I told him more pressure would be good. He did not use more pressure, and in fact told me afterward that I needed to book a deep tissue massage if I wanted more pressure "next time", as that is a rule they have that protects the therapists from overwork. I have had massotherapy from Tokyo to Maui to London, never once encountering a professional who refused to adjust the pressure. ~$150 plus a tip and I am more stressed than before the massage. There won't be a next time at this place. I can use Zeel or even go to the mall for a better experience. read more

Once again I had to call this terrible place and let them know that I have still not received my refund. Gina hung up on me because she said that she needs to call world bank to let them know what do you mean. You should have been called them I never got a gift card it has two weeks. And she has the nerve to have an attitude with me and hung up on me. I don't have a gift card or the money I paid for it and I have been hung up on how rude never go to this place. read more

This establishment does not value their customers. I called to try a product that is retailed at the store and was opened inside the back room. After a 10 minute hold the manager refused to provide this even though it was readily available. As a long standing customer this is by far the most absurd thing I have ever heard. Completely unprofessional and disturbing. This makes me feel like this establishment only wants your money and does not appreciate you as a consumer. The saddest part of all is- if I would have liked this product after trying it, I might have purchased this. Therefore this establishment, is losing business. read more

After 10+ years we finally said good bye! Watched this business go downhill for some time now. No perks for faithful clients Poor management, bookkeepers and failing customer service..very unprofessionally buisness. Watch your credit cards carefully, they play games, and don't have paper trails to cover their actions.. Recently a new system that no one knows how to use. Throws out your gift cards telling you there's nothing left on them, when indeed there is..unexplained charges on your card they can't account for. And being told weekly your cards due to expire, yet it still goes through.. Talkings about other clients in a bad way in front of you and other clients makes you feel like you're back in high school. All too often no one knows what the other is doing, good masseuse leave all the time..This not a place that promotes good health. Don't waist your money, overpriced gimmicky buisness..If you value your health and money look elsewhere. read more

I was looking for a new LMT for a 90 min deep tissue massage and I decided to contact Massage Envy Beachwood location. My massage from Everett was AMAZING!!! If your looking for a great deep tissue massage you need to book with Everett. read more

The manager Cassandra never returns calls. The staff screens her calls and never knows her schedule. You talk to the voicemail before an employe!!! was going g to buy 5 memberships oh well!! read more

IF you choose to patronize this company, go to another location. Customer Service is a foreign concept to these people. I have placed numerous phone calls and I dropped by the store in person to no avail. Management refuses to take ownership of any problems, and doesn't seem to frequent the store. Good luck getting a response when you call. If you are fortunate enough to have someone pick up the phone, don't get happy. The poorly trained employees will simply 'take a message' and tell you to expect a call from management in the future. read more

Worst employees ever..... my boyfriend got me and him massages at this location. Initially I was very excited to try their massages Took a second we walked in their employees were so unprofessional!!!! I am led to a room where I was supposed to prepare myself for the massage and as soon as I am ready the female masseuse walks in the room and starts laughing and snickering at me SHE LITERALLY WAS LAUGHING AT THE WAY MY BODY LOOKED! I HAVE NEVER FELT SO UNCOMFORTABLE WHEN GETTING A MASSAGE EVER IN MY LIFE!!! None the less She performed a massage and it caused me to have a splitting headache immediately after! How convenient right!!!!!! Not only was I having issues with my masseuse but my boyfriend came out of his massage room with bruises. We went there on 29 March it's April 1 and he still has bruises from the employee that was massaging him. WHATEVER YOU DO PLEASE DO NOT GO TO THIS ESTABLISHMENT!!! There are plenty of cheaper alternatives that I'm sure provide better customer service than this! Such a waste! read more

I had Donielle for my massage and she was AMAZING! First, I've never had anyone meet me at the front desk. Usually everyone retrieves me from the Serenity Room. This was a nice change. She smiled big and walked me to the back. Asked me a few questions and allowed me to remove my clothing and get under the blankets. I love that she informed me as to what she was seeing and said just enough to tell me the information without taking away from the relaxation. Speaking of relaxation, her massages were wonderful! I like that she asked before doing them. She did a neck and shoulder massage at one point and then she also did an arm and hand massage. Perfect pressure. Deep enough to relieve pains but not too deep to cause more pain. Overall I really enjoyed her service and highly recommend trying her before venturing anywhere else. read more

Front desk staff is not trained. They could not answer basic questions or schedule appointments. I went in for my appointment and it was cancelled in error. Not happy after taking time off work. read more

I have been a member here for about two years. I heard about it through a co-worker who was a member. I took advantage of the promotional massage and as it was very good I signed up. I signed up for a membership for a reasonable price. $50 a month gets you a free massage and discounted massages if you go more than once a month. If you donot use it you can roll it over and even use it at different locations. It took me a while to settle on the massause that gave me the massage I liked the best and since then I have gotten great service. They noted what my trouble spots are and ask if there is any area I would like them to pay particular attention to for that visit. I typically try and schedule one every three weeks time permitting. read more

My physical therapist recommended I get monthly massages, so I signed up for their membership. Some aspects about the company are good, (the staff are all professional and tailor your massage). But I've had a couple of bad customer service experiences there. First of all, you have to cancel your membership EXACTLY 30 days before it ends. You cannot do it the day before or after (or two months or a week before like I attempted), and you HAVE to give them written notice in person. You cannot mail in the cancellation or fax it. If you don't get it in on time (and that's pretty difficult if you have to show up in person exactly 30 days before your membership ends) your membership automatically rolls over for another year, though it's a month-to-month term. Also, my last appointment was canceled by the company 1 hour before the appointment. The therapist called out sick that day, which I completely understand, no problem. But instead of calling me in the morning when he called in sick, they instead waited until right before my appointment. I would not recommend this company to friends or family because of their ridiculous policies, though I do think the therapists are professional and good. read more

Horrible, please do yourself a favor and avoid Massage Envy. There are significantly better places around for the same price. As I'm sure most are aware, they have been in the news for unfavorable practices in the past. I tried to reschedule a massage because of food poisoning and they were charging me 50% with no exceptions. I could even provide a medical note which they would disregard. The service is awful to the point of being nonsensical. Please do yourself a big favor and avoid this place. I still cannot get over how bad this place is read more

Darius is truly a health care provider as opposed to just a relaxation massage therapist. I highly recommend him to anyone with muscle pain and/or back problems. He is fantastic and a gem inside this massage envy location. The office staff is just ok and the other therapists not so great in my experience over the last 9 years. read more

I have been a member for over five years , during that five years I have had a number of issues but overlooked them . I absolutely love my massage therapist! He is the best part of Massage Envy Beachwood. Because he is so good he is booked. I had a appointment booked for today at 4:30pm . I arrive early to my appointment to find out that they cancelled my appointment because the card on file did not go through because I got a new bank card since my last visit . I was told that I was contacted twice and as a result my appointment was cancelled . I asked what method did they use to contact me and they said text and voicemail. I received nothing from them but emails reminding that I have an appointment. I asked that they confirm my contact information. When reading off the number , I immediately said that's not my number. It was my husband's number. My husband has his own membership and confirmed that no message was sent . Either way my appointment was cancelled without contacting me. My correct number was listed as a secondary number which should have been used before canceling my appointment. My therapist is booked until June , so I am forced to wait or see a stranger. My time was wasted! If they knew I had an appointment my card information could have been updated at that time ! I feel mishandled and not appreciated as a long term client . My husband and I will be going elsewhere! read more

I booked a massage for myself and two of my friends while we were enjoying a relaxing weekend. The receptionists were friendly and got us signed in with no trouble. The therapist took us back to the room right on time and we chatted about what I was looking for in a massage. My therapist was Jon and he went straight away to finding all of my tense problem spots. It definitely felt like Jon knew a lot about muscle connections and how to work out tension. I enjoyed the experience overall. read more

I had the most horrible experience today, they booked me at 5:45 and said your appointment is at 4:45, they never rescheduled and they charged me 50%, when I asked they gave me a lame answer, the manager was super rude and was not even ready to listen or understand! I am never going to go back to this particular one, they do not understand costumers, I am also spreading a negative word to whoever asks me about this particular location! Service absolutely sucks and they don't give a dam about what there customers, so you want to pay your therapists time, pay it! But you know what you are loosing some real customers. Grow up! read more

Their front office staff is kind of lazy and not very accommodating but their masseuse staff is overall terrific. I had one of the best massages I've ever had but I'm not going to write the girls name b/c I don't want her to be booked up the next time I try to schedule a massage. She applied just the right pressure and helped my back feel better instantly. The only bad experience I have had there was my last visit when they put me in a room that was separated only by a divider that was not sound proof. I listened to the lady next to me talk about her gout in her leg for nearly an hour. Overall good experiences here! I have a monthly package and am satisfied with it. read more

Out of 12 visits three were worth it. Customer service doesn't exist. Very manipulative sales pitches, very controlling. Hard to discontinue memberships.. Rip off's. Loopholes change with various staff. read more

If I could give negative stars on this scam organization I would. It was a nightmare even trying to book the massage. Tried yesterday and got routed to voicemail. Got the run around today. GIFT CARDS ARE NON REFUNDABLE PER COMPANY POLICY. STAY AWAY FROM THIS SCAM OUTFIT. One of the worst customer service I've ever experienced. They try to get you to sign up for a membership. Maybe they should try being easy to deal with to get memberships. How a business like this is allowed to continue to do business anywhere is mind boggling. read more

I bought a gift card and spend around $300 on a birthday gift for my husband. He has been trying to make an appointment ever since. 4 times, they told him sorry, no space available. He travels and works a lot, is only available on Saturdays. So finally last week, I managed to make an appointment for him. I sent a request through their website; between 12 and 2, 90 minutes, female therapist. They called me and we set a time at 12.45. Perfect. Until the day before when I got a confirmation phone call and they tell me I booked a 60 minute session. NO I DID NOT! So after a lot of arguing, they find another spot at 2.15. Perfect. Until my husband gets to the place where they let him wait for 40 minutes and then tell him his therapist is JOHN??? WTF??? And again, they try to lie about it and tell him that they told me it would be a male therapist. THEY DID NOT!!! I know my husband is TERRIFIED of male therapist so WHY WOULD I BOOK THAT FOR HIM. So, for the 5th time, my husband is disappointed, came back home with nothing. And of course, there are no refunds so we spent $300 and got absolutely nothing except for a lot of frustration and some lying receptionists. read more

I previously wrote a review about difficulty cancelling my contract. That matter was resolved, but there was a problem using the last massage I had paid for. I had 60 days, but could not use it due to a health problem. After I posted the review the business manager did contact me and has agreed to extend my contract to allow me to use it. I feel that this is fair, since I did pay for the massage. read more

First off, my boyfriend and I went in two weeks ago to cancel his membership. We carefully read over the paperwork, and the two girls working assured us that he would not be charged the next month. We then asked if we could receive confirmation, and she stated, "no, you are all set!" Well of course, he was charged today. Upon calling the office , the girl who answered the phone was clueless. She rambled on about a 10 day processing, which was never stated previously. Then she proceeded to say that she had to leave a "note" for a manager , and they would "probably" call us back sometime this week. In comparison to the Westlake location, this location is scary and unprofessional. I truly hope they make this right and actually call us back!! read more

great massage. i dont understand the few CD star rating. everything was handled perfectly. i went into the quiet room before the massage. ive been to a few massage envy locations nationwide and thats a nice touch. Michael was my therapist and he was very through. ask for him. he's knowledgeable and well trained. read more

I put my contract on hold because I am handicapped and avoid unnecessary winter outings. Of course winter ran head-on into COVID 19. I wanted to freeze my contract. They emailed me a form to complete and return to them. I informed them I did not have a printer and at the time I was still using a flip phone and could not complete the necessary paperwork. I was told that only certain people could freeze the account without the said paperwork, but somehow that person was never available when I called. Therefore they continued to take my monthly fee out and at some point, I was informed if I did not stop the contract by a certain date I would be enrolled in another year's contract. I went into Massage Envy and completed the necessary paperwork in person. I asked how many prepaid visits I had and I was informed I had eight (8) hours prepaid. Then I was told I needed to use all this time within two (2) months. They have many policies that are not consumer-friendly and their customer service is at best lacking. My first scheduled appointment I ended up missing because our area had a torrential downpour all day that day and my basement flooded. When they called asking where I was and told me they would be charging me for half the visit. I was not told otherwise but I assumed the half visit would be taken from my already purchased eight hours I was surprised and angry when they charged my charge card for the half visit. I immediately called to complain and of course, the person I needed to talk to was not available. I did notice a missed call from Massage Envy with no message nor any other attempt to reach out to their "valuable" customer. On a positive note, I have always had exceptional service. I did not notice the benefits I was hoping for from stretching and deep tissue massage. This may be the course of my condition but I have had deep tissue massage in the past with dramatic and noticeable benefits. I have also had exceptional facials there. On my charge card, they listed their services as" medical care" which I found interesting. They suck you in then keep finding different ways to take your money. read more