Really sad about this appointment because somehow I walked away feeling like I didn't even get a massage. The "60 minute massage" was closer to 40 minutes and my masseuse, Nariah, was playing loud music in her AirPods and I could feel her scrolling on her phone while she was "massaging" me, I'm genuinely not exaggerating. She just kept her hands on the left side of my body for like 5 mins then did it on the other side but wasn't actually doing anything (but being on her phone). 0 massaging. And she had nails so long that rather than massaging it was more like rubbing the lotion around. I could hear Drake blasting in her headphones As a paying member, I've never had such a terrible experience at a massage envy. This makes me question if the membership is worth it. read more

All I wanted for Christmas was a facial. I called and was able to get an appointment for a 60 minute cleansing facial this same evening. My skin feels so good and I was recommended some amazing products! Definitely looking into getting the membership for the next visit! read more

Don't waste your time or money. I just paid $120 for a 35 minute massage. I booked an appointment for a one hour massage but was never told that they deducted 10 minutes for undressing and dressing. They also deducted 15 minutes for the time it took to fill out a medical history form. Nobody informed me to show up 15 minutes early for my appointment to complete the form. I was shocked when the massage was over long before the one hour I had anticipated I would receive. I will never return to this place again after my one and only experience. read more

Constant turnover ... and unacceptable customer service ... equals appropriate rating ... swim at your own considerable risk‼

MASSAGE MADNESS!! I have lived in Coppell since 1981 and the vast majority of my social media posts and reviews over the years have been about the many positive aspects of having lived in Coppell for so long ... especially the friendly people who join me in calling Coppell home. Unfortunately, this post is an effort to inform people about an experience with a local business which I hope other 'Coppellians' are able to avoid as a result of my unfortunate experience. I have been a member of the local Massage Envy for several years. Unfortunately, around Labor Day 2024 I was diagnosed with Stage 3 Grade 4 kidney cancer. Following my surgery, I am undergoing one year of chemo & immunotherapy treatments with Texas Oncology. As a result of my medical condition, I have been unable to receive the kinds of stretching and massage treatments I had previously enjoyed at Massage Envy ... despite their revolving door of managers and massage therapists. I accumulated multiple PAID credits ... so when I was able, I went to Massage Envy to ask for the ability to allow direct family members to use my numerous accumulated pre-paid credits. I offered to provide documentation of my condition and treatment which predicated my request. I was told that I could only assign one credit each six months to a family member and that there would be a fee to do so. I pointed out that given my inability to receive massages myself ... combined with Massage Envy's curiously restrictive policy regarding assigning PAID massage credits to direct family members ... that I would never be able to catch up and use the many massages I had already paid for. I then met directly with the franchise owner and asked for him to work towards a fair resolution of the matter with me. He said that he would give it some thought and get back to me ... which weeks later has never happened ... so I suspended payment on my account for even more additional massage credits which I am unable to use personally or reasonably assign to family members. Instead of a direct personal response from the franchisee to a multi-year auto-pay customer, I began receiving regular impersonal text messages directing me to resume payments immediately. Today I received a text message threatening me that if I did not resume payments by the end of today my account would be terminated and my PAID credits would be taken to "pay my unpaid balance due". I called Massage Envy today to try one last time to resolve the matter, and after getting the same runaround from the front desk person, I said I either wanted the direct personal response from the franchisee which I had been promised weeks earlier or else they could terminate my account if this is what they consider 'customer service' for a multi-year auto-pay customer under-going cancer treatment ... at which point the front desk person rudely disconnected my call. I believe I deserved better and more respectful treatment from Massage Envy ... as I believe any and all customers of this and any other local Coppell business should receive. read more

I had a massage with Nariah this Sunday. She is an excellent massage therapist, the appointment went well. I left feeling very relaxed. I will definitely be back!! read more

Today, I went in for a one hour massage. I asked the therapist for more pressure a couple of times, she would respond with more pressure for a couple of minutes and then go back to no pressure. After about 20 minutes, I terminated the session; the therapist apologized for not being able to provide pressure and thanked me for stopping the appointment since she wanted me to get what I needed out of the massage. When I went to the counter, the receptionist said the therapist could not do deep tissue and she could not direct me to another therapist because they were all booked; I told her I did not think I should have to pay for the service. She apologized and said (with indifference) that I would have to pay for the hour. I did not agree so I asked her to call her manager. When she contacted the manager, the receptionist put her on speaker phone without telling the manager - the manager told her that she could not waive the fee because then she would have to take the loss. She instructed the receptionist to charge me for a half hour. I went ahead and paid because I felt badly for the receptionist since she I understand she is not authorized to take care of a customer. However, I have a number of issues with the massage and the service: Although they said the therapist could do firm, I don't believe she is able to do firm; the massage felt more like my pre-teen niece or nephew giving me a massage; cute but not something I would pay for. The irony in this is that I am typically concerned with having to ask my therapists to apply less pressure since I have several sensitive muscle areas. My wife was even shocked by my experience. If, as a customer, I have to stop a massage I don't think I should be charged for something I am not satisfied with; I did not wait until the hour had been completed to make my complaint. I even offered to pay for the one hour massage if they would provide me with another massage at no charge with a different therapist which I think is fair; they get their money and I get a massage I am satisfied with. A receptionist SHOULD NEVER put a manager on speaker phone without the manager approving it; the manager thought she was speaking with the receptionist privately, not with the customer listening; this was highly inappropriate. The manager should not be more focused on taking a one time loss than on having a satisfied customer; I am loyal to good service to the degree that I refer my friends to good service; I will pay more to get the service I want. I never return to places who give poor service and I tell my friends. I left disappointed and without the experience I hoped for, and a message for the manager to call me to discuss the situation. Hopefully, they will do the right thing and provide me with the massage I should have received the first time. Fingers crossed. read more

If I could give less than one star I certainly would. This afternoon I made an appointment for my 75 year old mother. We arrived 10 minutes early as instructed only to be told that we have no appointment. My mother was greatly disappointed and the clerk, showed very little concern. Shame on you Massage Envy! read more

No consult, strange smell. Asked for parts of body to not be touched (feet) and they were. Tech cleared throat whole time. Would have been more relaxing to throw $100 out the window read more

I have two prepaid sessions that Massage Envy will not allow me to use because I will not continue my membership. I was out of town working when I got a call from Massage Envy saying my credit card was expired. I refused to give them my credit card information on the phone so they suspended my account. Now I have $118 worth of 'store credit' that I am not allowed to use unless I continue my membership. They said I will forfeit those two sessions if I do not continue my membership. Get this; I became a member back in 2006. That is how they treat a fifteen year member. Bad business. read more

Completely shady business practices. Only a few of the masseuses are any good. They tell you unused massages don't expire but they actually do, in 60 days if active, only 30 days if contract ends. They don't bother to tell you any of this unless you make a huge stink, and then, they take no opportunity to make it right. PS if you make a last minute appointment, then find out they won't give you the massage you paid for they charge you for an hour old reservation as a cancelation fee. Stay away!!!! read more

AWFUL front office operation. Staffed by cold, callous people who should never interact with the public. An owner who you can't reach when there's a problem, and endless mgr changes all of whom defer to "owner" or "contract" when issues arise. Massages weren't bad...the problem occurs when u try to go to a location other than where u sign up, & they take 15-30 minutes to try to locate your acct, then failing that pressure u into paying for massages in spite of having already done so via bank draft. After 4 prblems at other locations, we cancelled both of our accts in Jan'12...both opened in Dec'10 so well past cancellation point. In may'12 the next "new mgr" dusted off our original paperwork, likely threw away my written cancelation notice, and without authorization hit my credit card for $585+$39/mo. Instead of doing the right thing when I 1st called to correct this, they dodged phone calls, ignored my complaints, and basically told me it was our fault. HORRIBLE operation. U are as stupid as we were if u go to this high pressure boiler room and expect anything other than an attempt to take advantage of you. read more

I had my first appointment here at 1230pm on a Saturday. I came in about 1215pm and filled out my paperwork. The receptionist discussed everything with me and what they would do after looking at my paperwork I filled out. (Oh, I'm about 19 weeks pregnant, which was stated on my paperwork). The massage therapist, Elizabeth, came and got me and took me in a room. I informed her of what I wanted. A massage ONLY to the shoulders and lower back area. I also advised her before I was disrobed that I was pregnant. She advised all was fine and left me to get undressed. After about five minutes, Elizabeth returned to tell me that I would need to have a massage with a male, which I did not want, named Basu since he was certified in pre-natal massage. Ok, why didn't she tell me this before I was fully undressed? She had the opportunity. I would've walked out and rescheduled with a female or someone else. Secondly, I did not want a full body pre-natal massage. I only wanted two regions worked on. Did they not listen to this? I was informed a pre-natal massage was the only option. I hesitantly agreed as I was undressed and just wanted it to be over with. Basu came in and was very talkative at the beginning. I just wanted to keep my eyes shut and hurry this along. He begins to hit the spots I did not want touched (head, arms). I advised him I wanted only two spots worked on and he said that a pre-natal massage involved full body. Was he not listening?? Fast forward to the end where he worked on my legs as well. Again...did not want that part of body touched. Fast forward to the end of the massage. He did not apply any pressure whatsoever to my lower back or shoulders. Was it b/c I'm pregnant? Finally it was over (THANK GOD!!). I went up front and was honest and told them I was disappointed as he gave me a pre-natal. The receptionist informed me he had to for my introductory $49 massage and that they couldn't use the BioFreeze (deep muscle penetration, think Icy Hot) as I'm pregnant. Of course at this time they were trying to sell me the membership. I asked , "Well, why would I buy a membership if I'm pregnant and can't get the massage I want?" Then she said, "Oh, next time you can request any massage. You do not have to have a pre-natal." Really? Why wasn't this told to me beforehand?????? The manager then apologized and gave me another "introductory" massage special coupon for $49 so I could use, before I "write them off." There is a big communication gap here between the massage therapist. I should've been informed of all of this before I got undressed. Very very disappointed. I will NEVER go back to a Massage Envy ever again. Guess you get what you pay for! read more

This location is a little bit closer to home now so I ventured on over for an hour long massage with Jesus. He was very thorough and does a little bit of deep tissue but not too rough. He was great and the rooms are nice and cozy! I found this location to be much quieter than the Las Colinas one with the constant foot traffic and I'm assuming since it's more popular. I don't know about you but I prefer little to no noise while I'm getting a rubdown. Anyway, definitely liking this location and will be going to it for now! My only hang up with Massage Envy is the high turnover rate with the massage therapists so I hope Jesus stays around for a while. read more

I booked a 60 minute massage, but with the paperwork and changing time, the massage was probably only about 45-50 minutes. It was relaxing and my masseuse definitely did the deep tissue massage I was looking for. The only thing that sort of bothered me was that they charged me the special introductory rate, but then automatically added tip on my bill. I would have tipped anyway but I think it's truly up to the customer to reward good service and determine the amount. read more

Came with a ME member so only had to pay a small fee for my massage. Came in with a sore neck from sleeping in a weird position on my pillow a few days before so I was looking forward to getting it handled. I noted on my paper that I was wanting focus in this area as well. My masseuse did a good job with the massage. Not the best massage I've ever had but not the worse. If I have any complaints, it's that my neck was still sore after he worked the area, even though he did use good pressure. I later got my area massaged by my husband and that worked better for me. Also, my masseuse was a little talkative. When I get a massage, I enjoy being quiet and not having to talk or necessarily think during that time. Other than that, it was OK. The staff was friendly, even with us coming in for their last appointments before closing up. We didn't feel rushed at all. But, I still won't be signing up for a membership. read more

Recently found Katherine (she really goes by Kati) at the Coppell location. She is such a great masseuse. She listens and tweaks my massage to my changing needs. Enjoy being able to check-out before my massage too. read more

Horrible customer service. When I was at the end of my agreement I asked several times about the last payment and massage. I was never told they would expire. Even when I made my final appointment for a same day massage. When I showed up the front desk I was told it expired and I would be paying full price, so I said I wouldn't be staying. So then they charged me a cancelation fee for an appointment I made 2 hours before. I asked them if it wasn't enough they got money for a massage I can't use, now I have to pay a fee when I didn't know I couldn't use it. They just kept hiding behind the owner and the contract instead of good customer service! Underhanded way to make money.... read more

Owner reached out a few days after my posts and complaints, apologized for his employee's behavior and credited my account. Credit is due to him for making it right, even though he lost a customer. read more

One of the best massages I have ever received. Feel like the inside is a little run down my massage was hands down amazing. If you go specifically ask for Evelyn! She was very polite and pressure was perfect. read more

After having back problems with my muscles I thought that going to get a massage would be a good thing. However after the massage my back was worse. I had to go to a chiropractor to get it fixed and now I am still in pain. My ribs we out and the chiropractor asked me what happened because my back was so bad. I called to talk to the manager and they left a message for them to call me the next day so I could get my money back. They did not call me. I am very dissatisfied with this location and will not go there again. I will tell everyone I know not to go. read more

I have been a member for many years now, and have nothing but the highest regard for this establishment. They're always friendly, professional, on time, and have therapists who can deliver an excellent massage. Mr. Lee is the therapist I see at the Coppell location, and his knowledge and skills are truly exceptional. He has an amazing sense of just when to go in deeper and when to lighten up just a bit. It's as if he can read my mind! I've had a few other great therapists at this location over the years who've come and gone (would see someone for a year or two and then they'd move away or love on elsewhere), but the they were terrific as well, and when they were no longer there, the staff was always able to recommend another therapist who could deliver the type of massage I want. Excellent services at reasonable prices. Two thumbs up! read more

I usually don't write reviews but I felt obligated since there were so many bad reviews about this location! I have been to a few different Massage Envy locations and can honestly say I had the best experience here yet! Lauren M. was a wonderful therapist, and the two women working the front desk were nothing but nice and friendly! Definitely will be coming back here. read more

Heidi Darland is without a doubt the best massage therapist I have ever had, and that's saying a lot because I've had a lot of very good massages. She can get to the aches and pains in my shoulders and neck better than anyone ever has, and the relief lasts for weeks. I tend to hold all my stress in my neck and shoulders, which, after a bit, really knot up, causing both local pain and headaches. A massage from Heidi is the only thing that really relieves it. Can't recommend her highly enough. Oops! This should have been on the Massage Envy Spring Creek Plano site. I'll repost it there. read more

I went in for a Father's Day massage and had a very unprofessional experience. I waited uncharacteristically silent at the front desk while 2 of the ladies sat at the front desk, looked down, and ignored me. I would have expected better customer service. Normally, at their competition, they stand-up, say welcome, and introduce themselves and their location. They tried to charge me full rate when I told them I had a discount associated with my wife working there. Instead of saying, we'll call and confirm this or trying to work it out, the manager on duty was neither helpful nor professional. It is a shame because Basu, who I normally go to is awesome. Moreover, it is just too complicated of a check in process. It appears the front desk is not trained in professional behavior and the processes are not well defined. I came their to get away from stress, but left more stressed after the incident. read more

Good massage therapist - incompetent front desk Enjoy your relaxing massage, the stress will begin as soon as you check out. Have over $200 worth of credits in my account, but twice when I went to check out I was told I didn't have any. Frist time lady at front desk saw the credits after I repeatedly told her I had them. The second time she never saw them and charged my monthly massage early along with an additional $45. The credits can only be used at this location, otherwise I would not go back. Do yourself a favor, drive to the Las Colinas location where not only will you get a great massage, the front desk will have you leaving with a smile. read more

Manager was suppose to give me a call back 2 days ago about an account I apparently opened up and she never gave me a call back. Now I got 325 taken out of my checking account for no reason. This place is ridiculous. read more

I've been a member here for years and never had any issues. I've always enjoyed coming in, girls at the front are always nice but not the most knowledgeable. I've been told different thing from different girls lol. But the therapist have always been decent. I did have one girl years ago that was horrible but I voiced my opinion and it was corrected. So I would definitely recommend this location. read more

Not the best run location. The therapists here seem to be going through the (weak) motions hoping you are going to fall asleep.

Worst place I have ever had a service agreement with. I cancelled my membership in March and just found out it was never cancelled. Scam Artists. read more

I went to Coppell, TX branch and was very disappointed. They gave a 40min massage instead of a 60min. The therapist Andrea was just rushing through. Would never go again or recommend to anyone. Horrible customer service. read more

This Massage Envy deserves a one star due to their lack of communication. I called them and told them I was 2 months pregnant and I wanted a prenatal massage. I arrived on time and the masseuse asked me "has anything changed since the last time you where here." Long story short, you are suppose to pass your 1st trimester before you get a massage. The girl on the phone did not know this. I was turned away and I told the girl at the front desk if she could do anything for me since they wasted my time. She said she would talk to her manager, but I never heard from them. At other Massage Envy locations, they educate their clients and even make them sign a waiver before starting their first prenatal massages. read more

So I have been to 3 different massage places in the mid cities area. One salon in Southlake, and then the massage envy locations in Las Colinas and in Coppell in my two and a half years working/living in the area and all I can say is wow. Honestly this was the most EXPENSIVE of the bunch, but if you really have issues and you explain why you're there it's definitely worth it. Plus their member rates are a little better (if you're interested). I get treatment for migraines and tension headaches and a few years back I pinched a nerve in my shoulder so every once in a while my life is miserable because of all the pain and lack of sleep. Doctors will recommend massages to help with headaches and especially with the neck/shoulder pain I feel like an angel came to me in the form of Kisha when I stopped by tonight. So thorough and gave great knowledgeable advice about how to improve my sleep! I highly recommend her to anyone. She is tough, but knows her stuff. Also love their hours - open until 10pm during the week and my boyfriend called around 5 and they had me in the appt for 7! read more

Wow! I was thinking about booking a massage here for my girlfriend and I but after reading these reviews there is no way I am going here.

Not very accommodating... All business no desire to develop consistent customers. Don't go here.

I've had a lot of massages, but Ann is by far the best ever! Will be coming back again soon

I have tried Massage Envy a handful of times with hopes that my bad experience was a fluke. I used to be a member but cancelled my membership due to the poor experiences I have had. I have had one masseuse who was more concerned about talking on her phone then providing the service I paid for, my 60 minute massage was less than 45 minutes. Upon complaining to the manager I was told I would be given a massage credit, that I never received. I was given a gift card by a friend and my masseuse was doing a great job but had to stop and run out 2 times to vomit and no apology or discount was given. No offer for someone new. I went in today because I was having severe muscle spasms and back pain and couldn't get in anywhere else, so I scheduled an appointment. After my mediocre massage that was again not the full time, I was charged more than double because I was no longer a member. $115 for not even the agreed 60 minute massage is absurd and robbery. I gave ample opportunity for this company to prove their services were worth anything and I was continuously disappointed. I will not be back ever again and most definitely don't recommend them. Huge disappointment! read more

This place is AWESOME! The front desk personnel are incredibly friendly and helpful. I've had Candace a couple of times and I usually ask for her but I have had another and she was wonderful as well. I have friends with memberships here as well and they all say the same thing. read more

Massage envy in coppell is HORRIBLE!!!!!!!! The whole time I was getting my massage the therapist talked my ear off, even asking if I would buy a membership midway through the massage. She didn't stop talking as I was keeping quiet and hoping she would shut up! I eventually told her I wanted to relax and enjoy the massage, and she was quiet for all of 3 minutes and started talking about her children. She was so distracted that she didn't do a good job. Then when it was time to pay, the girls at the reception started to try to sell me a membership. I kept refusing, and they kept putting pressure on me. We spent almost 20minutes going back and forth, and they wouldn't take no for an answer. I had just had the most awful massage of my life so why would I ever want to buy a membership there? I eventually got the receptionist to give me a reciept, and I walked out FOREVER!!!!!!!!! read more

Great experience from the moment I walked in. Front desk staff welcomed me warmly and even asked how my day had been. Therapist Stephanie gave me a perfect massage. I walked out as relaxed as I can remember being in years! read more