Credit cards up front and over the phone.....I don't think so. I was very excited to learn of a massage business in Dumfries. I scheduled an appointment online provided my contact information only to find out that my appt was not confirmed because I needed to wait to be contacted. Once contacted to confirm my appt I was asked to provide credit card information over the phone to secure my appt slot. I was appalled and disappointed first to provide credit card information over the phone but if I did not keep my appt they wanted to ensure they would get paid if I attended the appt or not. Doctors offices do not operate in this demeaning manner. Shame On You ME. I have since found a wonderful experienced massage therapist. I may travel 10 miles away but I am satisfied with the service at Lavender Retreat, Woodbridge, Va read more

This location is poorly run and managed. Upon calling me to book an appointment they did not specify which location they were calling from-- just booked my massage (which I had paid for up front-- but was going to expire... apparently?)- the girl who called to book my appointment even tried to hang up the phone with me without telling me which day she had just scheduled me for-- just said "see you this weekend at 4". The whole call from her bizarre and scattered. Their notes they take- which they abuse to work to only their benefit-- were a cut-and-paste-check-the-box type of entry-- which management used to justify them taking my money regardless of the confusion. After booking my appointment the girl entered in some sort of non specific notes saying she fulfilled her requirements during the call with me. They had even marked and additional interaction in their notes, stating the called and spoke with me the day BEFORE to confirm my appointment-- I never received a call, and I have my phone call log to reflect that; they blindly entered this in as having been done. If it HAD... this experience could have been avoided. I live across the county from the Dumfries, VA location. My profile reflects that. The location I frequent is also across the country and local to me. That is where I headed for my appointment. When I walked in for my appointment at my home location 20 minutes early it was quickly realized that there had been a miscommunication. A call was made to the Dumfries location immediately to rectify. The staff- especially a "supervisor" named Seth- were completely unprofessional. He told me this event was my fault and that he was taking half of the credit I had pre-paid. He was condescending, belittling, and rude right from the get-go-- quickly causing me to quickly become upset and irritated. I hasn't caused this and it was unfair to be penalized for it. I was told that half of the credit for my massage would be taken in lieu of confusion. We went round and round about the notes that were marked down in their system-- all of which were 'stock' submissions and contained nothing from how the conversation had actually occurred-- the second submission of appointment confirmation be a complete lie. After discontinuing the call with the rude supervisor, Seth... he hung up with me and independently decided he was going to take the ENTIRE credit I had paid for. This was immediately discovered (as I was trying to use my remaining credit at my home location). We had to call back, again. Upon having my fill of frustration with him, he then talked to the manager at my local location-- where he criticized her and her position title and was unprofessional throughout the entire conversation- attempting to gossip negatively about me and getting off topic of correcting the task at hand. During his chat with this manager it was revealed that after he had hung up the phone with me, and out of spite, he decided to take the entire credit from me as some sort of power play... When she finally hung up the phone with him, her face was red and she was extremely flustered with the entire experience and the way he treated her. She apologized repeatedly for this entire experience and assured me that it isn't the norm. The next day the management of my home store connected with the management of the Dumfries location-- where they were unwilling to correct any of the situation. None of this would have escalated the way it had if there had been a proper management of this location. They are randomly entering notes into files that state what they're supposed to do-- and make them look like they're completing things properly and to corporate expectation-- instead of entering the detailed notes as to how conversations actually went and any customer specifics of relevance. Stores should be required to have managers on the clock during their busiest days-- such as the weekend. There should be some sort of verification process to assess the quality of the kids they have scheduling and confirming appointments. My home location is great-- they are run by a different company and have a strong ethic, are professional, and have never let me down. I'll continue to attend this location. However, I will be advising all VA friends and family to stay away from the Dumfries, VA Massage Envy. Morally, professionally, and ethically questionable over there... read more

Don't bother with this franchise. Twice I've tried to schedule appointments online and twice no one has contacted me. I called the first time to complain, but not bothering this time. Find another location! read more

I showed up 15 prior like they recommend. I was given the tour and then waited another 10 minutes for my massage. I was scheduled to get a massage at 12 I don't even start getting my massage until 12:15. The therapist started late and ended early. ( Shay) I then spoke to the manager, which was unprofessional, and she stated that it was supposed to be only 50 min hands on. Ok, understandable but I still lost out on massage time. You pay for an hour not 50 min. You could also hear people while you get your massage, which made it slightly uncomfortable. Won't go to this location again. Might I add, there was no central heat, beach room had their own little heater. It was freezing, which is not ideal for comfort. read more

I began regularly going to Massage Envy almost two years ago while they were running their $49.99 introductory massage promotion; While it started out a little rough with trying to find the right therapist to match my needs and preferences all has since become great. You really have to have patience in finding the right person who can listen and work with you. I've had the same therapist now for almost a year and I hate it when I need to reschedule with someone else. She's a very popular therapist and books over a month in advance, most of the time I'd rather wait or combine credits for a 2-hr massage with her than go with someone else. She's super friendly, very Zen, and has an awesome accent. I've had only a few notable experiences that were annoying to me. One therapist hadn't trimmed her nails down and was scraping my skin frequently during the massage. Another I had to keep asking to soften her strength a bit as it was hurting more than relaxing. The top most complaint I've ever had with this location, and I spoke to a manager about it, was a therapist texting during my 1-hr massage. I was highly agitated that someone would do that during my paid hour session. I don't know if she assumed I was zonked out or what, but all I could hear through half of my massage was the clicking of buttons. The massage sucked, too. I didn't tip her and I did get a free massage out of the ordeal. Not to mention it's an invasion of privacy pulling out a cellular device while someone is lying face down nude in front of you (okay, covered by a blanket - but seriously...a little unsettling). The front desk staff has always been friendly. Most of them know me and check me in before I even reach the desk. Only a few times have they asked me about promotional products or add-ons; I'm glad they aren't pushy with the extra sales. Massage Envy as a company should offer perks for their pre-existing members that pay the base $59.99 each month. I think that after so long clients should start earning points towards products or additional time for their massage. Something to hold incentive to stay with Massage Envy once the contract ends. Although, you get no notification as to when your contract is up, something that kind of bugs me, and you're auto-enrolled into another year. I'm hoping it's easy enough to call and find out when/how to cancel or end my services when/if the time arises. All in all, I'm a happy customer. There's been very few drawbacks to this location. Only enough to dock one star (half if it'd of let me just do that). read more

Definitely was not impressed as a first timer here. Wanted to finally give Massage Envy a chance since I've seen them all over the place. I usually go to typical spas for massages and have been very pleased. However since moving to the area this is the closest massage place near me. Setting up an appointment was not difficult despite requesting my credit card to do so. Opted for the 60 minute "massage" for 60 bucks which I thought was reasonable. The entrance appeared clean and very relaxing. However it went downhill from there. One, the bathrooms were pretty disgusting and not very clean (hair on the floor) with no paper towels! Come on! The back is just average and the massage rooms were basic and not really inviting (loud fan blowing and hardly any music). The young masseuse I had was neither bad or great just average. Wasn't very personable and pressure points around neck area were at times painful. Also it seemed that her nails weren't trimmed properly since I was poked and pinched multiple times. Finally when the massage ended I noticed it wasn't for "60 minutes". So after talking to the gentleman in the front they mentioned that the other time is for "consultation". WTH.. lol. Been to numerous massage places and never heard of such. I just left and vowed to never come back. Very disappointed. read more

Since Connie has left the Dumfies location and moved to the Manassas location, I've been seeing Tracy. She is awesome! I highly recommend. One time Tracy wasn't available at the last minute, so I saw Nory and she was amazing! I highly recommend both! read more

DO NOT sign up for a membership here. I have been a customer at this location for many years and have not had a problem. Beginning in August of 2017 I could not get anyone to answer to schedule an appointment despite the fact I was paying for one massage a month (I used to do 2 per month.) I even tried using the e-mail method but still no response. I finally called the Massage Envy at Stonebridge but was told I could not move to their location. I finally got a call to schedule an appointment in November and was told I had 6 visits. I happily scheduled an appointment and was called back by another representative and was told that it was a mistake and that appointment was already taken. At that point I was more than perturbed and told them I would have to call them back as I was at work. When I did, again, no answer. I finally got an appointment for my daughter and I (at the end of December) as she is suffering from a great deal of pain and I thought this would help. On the day of the appointment we went in to have lunch and then go to our massages. During lunch I received a call and was told that my masseuse had called in and I would not be able to receive my service. I, being patient, said that it was okay and that I didn't want to be charged for my daughter's service so that we could reschedule together. I was told that that would be fine and ended the phone call. Not five minutes later they called me back and the same service representative told me that they WOULD be charging me for my daughter's service. At that point I was more than perturbed and let them know that and asked for a manager. I was told I was being put on hold and I looked at my daughter who heard most of the conversation and I said, (thinking I was on hold), something that included a curse word (wrong on my part~I know) because of her rude behavior. The next thing I know the representative started shrieking "What did you call me?" and repeated this three or four times. The next thing I know the manager got on the line and began berating me loudly saying that she heard me. I asked for her to listen to my concern but she refused. She said that she would be terminating my account immediately~not willing to listen to me at all~and I was upset as I had 6 massages credited to them. She told me I could go to any other location to use them. THANK GOODNESS!!! I could finally move my membership away from this lack lustre and unprofessional location and sign up at the Stonebridge franchise. They were professional, informative, and happy to listen to help. I later found out from another person that this franchise had been sold and that was the source of the problems. The manager's name is Mary Chamberlain and when I asked her name to write this review she told me that she gave me her name at the beginning of the conversation and I asked her to give it to me again and she said very loudly and very slowly "MA-RY CHAM-BER-LAIN" as though I were stupid. I had asked for corporate's number but Ms. Chamberlain's response was to yell "FIND IT YOURSELF". Enough said. read more

Don't bother going here and getting HARASSED over the phone. Sometimes you can find a good masseuse at a Massage Envy. That's why I was at this location; however, she is no longer working for them and I have moved away from the area. (Another detail about this location is every time I had a massage, I could hear the employees talking and laughing very loudly.) Apparently your membership does not change when you directly request that it be changed to a new location when you move. It is with the individual owner. I do not have a current contract with them. I am extremely dissatisfied with the way this Massage Envy does business, more specifically, how they call numerous times and leave multiple messages only speaking in general terms. They wanted my new card on file; however, I am not going back to this location and I am NOT going to give my card information over the phone. I do not appreciate the harassing phone calls. Do NOT go to this location. read more

I am very happy with Massage Envy. Every single person I've spoken with or encountered that works there gets an A+ in customer service. They are friendly, helpful, and good at what they do. From the person who checks me in when I get there, to the massage therapist (particularly Chris who seemed to zone right in on the trouble areas of my body without me saying a word) to the management, Cory, Nick, etc, I feel peaceful and calm when I walk into the lobby, and wonderful when I leave (and typically someone rushes over to open the door for me on my way out.). As far as pricing goes I find that the prices are very reasonable as well, and I always appreciate the reminder calls the day before my appointment. It's also cool that they are always offering ways to win free massages with their fishbowl drawings, or from referrals. I'm so glad I decided to give Massage Envy a try, and absolutely love it! read more

This location is just mediocre at best, nothing great about it. As the previous post said you are rushed. They give you a cup of water and push you right out the door. Not even a moment to let your vision adjust to the light. I suggest you find out what oil or lotion they are going to use on you up front, my leather seat in my car looked like I waxed it after leaving a massage. It was all over my clothes. Just tooooo much oil. read more

This place understands what customer service is all about :) Upon realizing I didn't collect a receipt for over $350 in services, a team member drove all the way to our work establishment to drop it off! It was amazing! A big "job well done" to the Massage Envy of Dumfries, VA. read more

As a Veteran of 33 years of Active Military Service, specializing in Human Resources and Customer Service, I was taken back with the lack of customer service provided by the location Manager and Receptionist as well as the General Manager for the Massage Envy, 4100 Fortuna Center Plaza, Dumfires, VA. A Massage Envy member from 2014 - 2018, my expectation of customer service is one at or above normal expectations. I did not receive a notification of cancellation for my pending appointment and when arrived for the appointment I was told it was cancelled. I inquired why I did not receive a call or had been left a message, and during my inquiry a customer, who just completed their appointment appeared. Not wanting to hold the individual from finalizing their appointment, I insisted that they be provided service and I would wait. It so happened that the customer just completed the appointment with the employee my appointment was with. I was told by the Manager that the employee was sick and went to the emergency room but his appointment(s) scheduled had reopened. Not doubting that this is possible within the 12 hours it supposedly occurred, but dissatisfied with how it was transmitted to me the customer. Spoke to the General Manager, informed her that, "I wanted to start with at her level" and if necessary go further. Before I could complete my initial sentence, the General Manager cut me off and informed that it would come to her anyway, (tone unprofessional and condescending). The General Manager informed me she was the one who called me and no voice mail was set-up on my cell phone and than immediately retracted the statement, (indicating she had not done her homework on the issue and it seemed that she was receiving information from someone while at the same time talking to me), at that point I stopped the communication. Noted and verified, that focus on customer service is secondary and "who's right" no matter how the message is transmitted is priority. I can spend my hard earned money somewhere else, so why spend it on poor customer service from the receptionist to the completed service. read more

I have very mixed thoughts on this location as the masseuse Lola is absolutely wonderful. The Manager Mary however is another story. I scheduled and appointment and was told 12:30 but the gentleman actually scheduled it for 12pm. I was on my way when I was called about my late arrival and the manager is charging me for their mistake. They say they've sent an email confirmation but as a member of over a year I have never received any emails from them. Nothing in the inbox or spam/junk mail folders. I have never been late for an appointment and in fact make it a policy to always be early - even though I've had to wait nearly 30 minutes for my appointment on a previously scheduled time. Mary is rude, unbending and flat out does not treat clients well. I would certainly choose another salon to frequent and will be doing so myself. While Lola is spectacular the manager is an untenable personality and should never be in the service industry. read more