should have known something was wrong when all the therapists either got fired or quit, had appointments only to find out the therapist was "no longer there." Now apparently the place is closed "temporarily" no notice, no nothing, been a member for almost eight years, watched Brewster close with no notice, now this location too read more

Here's the thing. The spa services I've received within the past month (a massage and facial, courtesy of a generous gift card) have been really good and probably merit 3-4 stars. I like the Murad skin care line and it's affordable compared to others I've been introduced to at other spas and both the massage therapist and esthetician did a great job. The issue I have is with the front desk/customer service end. I understand ME is a franchise, but something about the financial transaction part feels cheap and not quite legitimate. I can't quite explain it, but I always have this nagging feeling I'm being ripped off. For example, my gift card was supposed to be for a massage and facial, gratuity included. I wanted to spread the wealth,and use it over two visits. Both times, the front desk person (same guy both times) tried to tell me I owed more money on top of the gift card. He acted confused both times, but eventually just accepted the gift card after I insisted. I bought some product after my facial, and during the confusion, the price he charged me for it went up by $10. I'm still not sure if I was charged correctly and the whole interaction with him left a poor impression. For Christmas 2014, they were running a promotion offering a free massage with a $150 gift card purchase. I went in to the spa for the first time to buy two $75 cards for gifts. I was told I couldn't get the free massage unless I put $150 on a SINGLE card. What?? I insisted, trying to get them to understand they were going to get three new visitors to their spa (the two gift recipients and then I would use the free massage), or I was going to walk out and purchase nothing. Finally, the girls behind the desk called the manager and got approval for me, but they made me feel like I was being totally unreasonable, and it left a bad impression of the customer service end of the spa. No one mentioned membership to me on either visit... I'm not sure I would have gone for it based on my experience at the front desk anyway, but I would have been interested to learn more about it. I have friends who are very satisfied with other ME locations. I may give Brewster a try and see if it's any better. read more

The pros...you can almost always get an appointment, heated table, first time inexpensive. Cons...the air conditioner was freezing, you need the heated tables, the massage was less than 50 minutes. The therapist was sweet but did not have the experience of a seasoned therapist. Left without that relaxed massage drunk feeling. You get what you pay for. read more

AWFUL. I made a reservation on the internet that no one bothered to check. After several conversations-- they said they could fit me in for the 60 min. massage, but not the 90 min. As a compensation-- they were going to give me a free sugar foot scrub which would take an additional 15 mins. Long story short-- I was brought into the room at 2:06 ( I was sitting in the reception waiting since 1:45) and at 2:44 -- I was told it was over. That's 38 mins. by my calculations + that included the sugar scrub. I felt rushed, disappointed + ripped off!!! That is not what a massage is suppose to be!! read more

I tried the introductory massage with Tara and she did and excellent job so I decided to go with a one year membership, haven't tried any of the other Therapists as Tara's massage with thorough and professional so have booked my future appointments with her. Generally when you book ahead appointments are readily available. The massage tables are heated and the rooms are clean and quite. The office is conveniently located and onsite parking is readily available. read more

They rarely answer the phone...calls go to voicemail...to actually speak with someone you must call several times in a row...I understand the front desk may be busy but if that is the case they need to hire someone specifically for answering phones read more

I would give less than 1 star if I could. I've wasted my money on a membership for over 18 months. Every time I call to try to get an appointment, I'm asked if I'm a member and when I confirm, I'm told no appointments are available. I can't cancel because if I do I lose my massages I've paid form but will never use. I'd suggest never buying a membership here read more

Absolutely the WORST !!! If there was a -5stars I would gladly give it to this place, don't waist your time. Not only do they not EVER answer the phone putting you directly to a voice mail to leave a message which they NEVER return. Hidden prices and Telling you what you HAVE TO Tip the therapists. read more

I am presently in the process of resolving some trials with my account. I have since received compassionate dialog with the owner which is a big improvement after previous attempts. I am looking forward to a positive resolution soon. read more

My membership was expiring in 2 days and so I called at 11:00 and got an appointment for 5:00 the same day. Unfortunately, I had to call back at 3:00 to reschedule my appointment for the next day but was told that I will be charged a full session because they need a 24 notification to cancel. I reminded them that between the time that I made the appointment and the time of my appointment I did not have the 24 hours they require. Just the same I was told that they will then charge me half a session unless somebody else takes my slot. I gave up! The other thing is I was also informed that I can not use the money left over in my account to purchase products from them or for gratuity contrary to what I was told initially when I first activated my account and that whoever told me that I can did not give me the right information! These people are not accommodating nor flexible. read more

When relaxation is a necessity a visit to massage envy is a must. Be sure to tell them what you want and they will deliver

I like some of the therapists here but I have to agree with the bad customer service comments. I have been a member for at least 5 years and I'm considering quitting. I suspect bad management at this location because the receptionists and the therapists are nice but there seems to be an understaffing problem and a problem with management. Whenever i find a therapist that I like, they end up leaving and you can't get an appointment less that a month in advance. Its also very hard to schedule an appointment over the phone because no one picks up the phone. I have to call numerous times. One time I scheduled a session on my birthday and sat there waiting for a half an hour even though I asked multiple times if there was a problem. Finally, the receptionist said the therapist mistakenly left! They apologized and because it was my second massage that month they said they would discount me half a session. Umm, It was my birthday and I was really inconvenienced not to mentioned disappointed. The person in charge (perhaps owner) just sat in his office and told the receptionist what to tell me instead of coming out and apologizing himself. There needs to be some business changes here... starting at the top. read more

I'm the kind of person who tries hard initially to give the benefit of the doubt. I went to this location one time only for that intro offer last winter. The place seemed okay in terms of upkeep but the massage room that they put me in had no heating in the room and the bed had no heating, nothing last year. The massage therapist's fingers were cold to touch! I was so cold and uncomfortable the entire time. Not enjoyable whatsoever. I was very specific that I wanted enough pressure and yet afterwards, it was as if I didn't get a massage at all. I always thought being a masseuse means you have to physically be very strong so when I saw who they assigned to me, hate to judge a book by it's cover, but this individual did not look like she could lift a book. Unfortunately my fears were realized and it was one of the biggest waste of money for me. Afterwards I got a lot pressure to say something nice about my experience and I couldn't help myself and smiled politely said something complimentary. However the management then sat me down on a couch after my massage in the front store and tremendously pressured me for 20 minutes to sign up for their package saying I need to make the decision that day or lose any promotions, blah blah blah. It made me so uncomfortable and I finally used the excuse that I had to be somewhere to get out of there. Well I found a better massage chain (not Massage Envy) to sign up for a membership and the rooms are HEATED. Plus my friend has tried various Massage Envy locations and she has given up. She has yet to find one in the chain that she is satisfied with. read more