The massages are pretty hit or miss - depending on the therapist you get - you can get a moderately decent one but nothing to writehome about. It's really obnoxious how nitpicky they are about only giving you 50min of table time in a 60min massage. Facials at ME are better money spent because at least they use quality skin care products. read more

I was given a $100.00 gift certificate and I call Massage Envy at South Point to make an appointment. I was told by Ary that I couldn't use my gift card if I don't have a credit card. However, she wasn't willing to take the gift certificate back. I asked, when you sell these gift certificates do you make it known that you can't use it without a credit card. Her reply was No. read more

ZERO STARS if I could - MANIPULATIVE, DECEPTIVE, AND HOSTILE BUSINESS STAY AWAY FROM THIS PLACE AT ALL COSTS! I have never experienced such a frustrating combination of deception, incompetence, and outright hostility from a business in my life. 1. ZERO ACCOUNTABILITY: Nobody in this store seems to be responsible for their own words! A staff member claims she's the manager (I demanded to speak to the manager and she said "you are speaking to her, and the only above me is the district manager") and promises to approve my cancellation - then the store says "actually she's not a manager." The "real" district manager promises to respond by Tuesday morning - it's WEDNESDAY NIGHT with complete silence. Every single promise made has been broken or denied! 2. BAIT AND SWITCH MEMBERSHIP: They'll look you in the eye and tell you "cancel anytime with just a phone call" during signup, only to trap you in a 12-month commitment they conveniently "forgot" to mention however was written in the agreement just to set up those who trust what they said and doesn't carefully look at the written items per se. My neighbor was duped the exact same way - this is clearly their standard deceptive practice. 3. NIGHTMARE CANCELLATION PROCESS: - Promise to email cancellation form - NEVER ARRIVES - Visit in person - Get treated like a criminal - Call again - Get empty promises from staff pretending to have authority - Email complaints - Get contradicting responses - District manager promises Tuesday response - It's WEDNESDAY and still NOTHING 4. OUTRAGEOUSLY HOSTILE CUSTOMER SERVICE: The front desk representative's behavior was absolutely SHOCKING. Without even a basic "hello," she rapid-fired questions at me like an interrogation: "DID YOU CALL OR DID YOU NOT?" "WHEN DID YOU CALL?" "WHO DID YOU SPEAK TO?" Each question spat out with ice-cold hostility, zero courtesy, no smile, not even a basic "thank you." I felt like I was being interrogated for a crime rather than trying to resolve a simple customer service issue that THEY caused! Want to know the most ridiculous part? Every time someone makes a promise at this location, someone else immediately contradicts it! There is absolutely no accountability, no professionalism, and apparently no one willing to stand behind their own words. SAVE YOURSELF THE HEADACHE: - DO NOT sign their membership trap - DO NOT believe any verbal promises - apparently no one here stands by them - GO LITERALLY ANYWHERE ELSE - If you're already trapped like me, document EVERYTHING and be prepared to fight their deceptive practices The only decent thing about this place is the actual massage service - and those poor therapists deserve so much better than this horrifically managed location. Filing complaints with BBB, Consumer Protection Bureau, and anywhere else that will listen. Don't worry - I'll update this review with every new development in this ongoing nightmare. read more

Massage Envy - Durham Ninth Street - Massage Near Me - Durham, North Carolina

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Great therapists, horrible front desk staff. Completely unprofessional and act like it's a chore to help clients rebook. I walked out during the rebooking process because the girl gave me major attitude, She didn't even ask if I wanted to leave the therapist a tip. But I love my therapists Craig and Brittany so I put up with the front desk staff. It's sad though because I've had other amazing therapists leave this location because of the other staff. Seems like very high school behavior. read more

FRAUDULENT CHARGES! Don't sign a membership unless you want fraudulent charges on your account. Please see my story. On April 14, I received a text (screenshot attached) "Please respond "yes" if you AGREE to keep your membership active or "No" if you DO NOT AGREE to remain an active member." I responded "NO." I was still charged as an active member. Why would I be charged for something that the services where closed? When I tried to contact the manager initially, the receptionist told me the manager was "really busy with other clients" and she "couldn't give out the manager email." Upon having to give what felt like a kidney to get the manager's email address, I have yet to receive a refund. read more

Massage Envy - Durham Ninth Street - Massage Near Me - Durham, North Carolina

Front desk staff couldn't have been less helpful and more unpleasant. They clearly loathed their job and, when I asked for something more than a check-in, they told me they weren't there to do anything more than check-in customers. I was a multi-year Massage Envy member, but their billing practices, access to preferred therapists, and willingness to assist had become spectacularly dissatisfying. I will never recommend Massage Envy to anyone seeking good service. read more

Terrible front desk staff. Don't sign up for a membership!! It's so hard to get out of!! Was charged for the month of June although my membership had already ended a few months prior, I called them to get more details, the lady was so curt the moment I said I wanted to cancel a membership. I had to argue about a June month payment although my membership ended months prior. She was so rude and told me fine: 'don't pay and we will send it to collection!', and hung up. I never succeeded to cancel through the app! Beware! Don't sign up for a membership unless you are very firm with the front desk to when you want to cancel! They don't make it easy! read more

Update: I enjoyed this location for years. Recently I asked to cancel my membership due to finances and difficulty finding a therapist who does deep tissue. I was told I could put on a 30 day hold instead and that I could continue to do the hold each month until I was ready to come back. They charged me anyway. I called to let them know and thought it was worked out. They charged me for the next month. And now they have charged me for another month. Today I cancelled my membership. I was a good customer and may have come back when able if they had not screwed me out of $210 that I could no longer afford. Go somewhere else!!! First massage here today and had a great experience. As soon as I filled out my paperwork, I was given a warm neck roll and taken to a cozy waiting room with relaxing music and little fireplace. Had a great massage, focusing on my problem areas. Feel great! read more

I went to Massage Envy for the first time today. I didn't know what to expect, however I am very glad I went. Tashana did my facial and she made me feel so comfortable. She also made sure that all products felt okay on my skin. I'll definitely be back. read more

Booked a week ago. Needed to set this up before end of year to use Wellness stipend. Walked in for my appointment and got "no record of your appointment". "This sometimes happens". Then how do you stay in business? Clerk had zero empathy for our issue. Sat there in silence. I asked, "is there anything available today or tomorrow"? I had to ask. Never again. read more

I should have heeded the "hit or miss" comments on therapists. Mine unfortunately was a "miss". Late, cold hands, lack of assertiveness/ confidence in movements. Overall poor experience. Booked 90 mins, got 70. Thankfully when I brought this to the attention of the person at the front desk she accommodated my feedback quickly and reduced the rate to 60 mins. I tipped the therapist fairly, but I will never go back. read more

Showed up for my 90 min hot stone Massage - Which had been confirmed Day before and they claimed They didn't have me On their schedule!! Not impressed ME read more

I wanted to update my review. My initial experience does not change, but I did call and speak with the manager (B***t) and he was wonderful. We had a great conversation and I felt he was genuine and sincere. He also comped me a massage at his establishment. After speaking with him and feeling he believes in customer care and satisfaction, I'd certainly give them my business. I know one employee doesn't represent an entire organization and knowing he will educate (not punish), employees on etiquette of customer service was great. Great job and thank you so much. I took off 1 star for the initial interaction. read more

This is a newer ME and it's very nice.I have been a member of ME for sometime and I go to different ones in different cities from time to time. I feel quite confident in my ability to make this review. Being a chronic pain survivor,this type of therapy is instrumental to help me stay active and feel my best. It's amazing that the therapist can assess you in a few minutes by talking to you and having read your record and give you a therapeutic massage. At this facility, my first time going, I had an amazing therapist name Brittney. She was professional, kind and I felt was able to release a lot of trigger points during my therapy.I tried my best to tolerate as much pressure as she suggested to get better results but she encouraged me to let her know which I did if the pressure was too much. I rate a therapist also on how sore I maybe in the days after the therapy and my physical reaction. Well, I was a little sore that night, used my heating pad and a little less the next day; thereafter I was able to have increased range of motion. These are real positive outcomes of specialized therapy.With increased leadership training,the team that one first encounters by phone and/ or person can make this an award winning ME!!!- that's why four 's instead of five at this time! read more

I am incredibly disappointed with the Ninth Street Massage Envy. I received a call on 3/20/20 indicating that my service would be cancelled this month due to COVID-19 (So, why wouldn't you turn off the auto deduct?) I sent an email requesting ME not to deduct 65.00 from my account . Today, I see that the greedy owner/manager pulled my money anyway. I'm almost 70 years old; living on a fixed income, why would you deduct $65.00 for services NOT rendered. Additionally, there's already a $45.00 credit on my account for a mistake that the front desk staff made in the fall. This establishment has been one of the most negative experiences that I've had with a business. They make mistakes and continue to deduct money. I need my $110.00. Where's the oversight? Where's the leadership? Do not to patronized this location. Brenda read more

This Massage Envy is the worst location, by far. To be honest, I am so surprised the regional manager allows it to exist. For the second time in the last year, a couples massage appointment was scheduled weeks in advance for a birthday. The appointment was confirmed the day before. We arrive to the location, and are checked in. We waited 15 mins past the start time, so I asked the front desk if everything was okay. They realized they didn't have an appointment for me. Claimed I had called and canceled that same day. That appointment had never been canceled. They were unprofessional, unapologetic, and unable to muster an ounce of customer service to rectify the situation. There is never a manager on duty, so any complaints or concerns are simply dismissed or forgotten. So disappointed in this sad excuse of a business. read more

I just recently join ME monthly massage membership after getting a few gift certificates from friends and family. My first hour long massage was okay but my recent couples massage and facial was excellent! I feel amazing and furthermore Extremely happy with my experience. Looking forward to next month! read more

This was my first time at massage envy. I have some back/neck problems and get massages semi-regularly, but was a bit hesitant to go to a corporate place. However, I had a gift card so thought, why not? They told me (twice) to show up 15 minutes early to fill out paperwork to avoid cutting into my massage time. Now normally I am anything but punctual, but (as mentioned above) I was worried I would get screwed by "the man" so tried my best to be early. I rushed there and arrived 10 minutes prior to my appointment - a personal best. This is where everything started going downhill. There was only one person manning the front desk, and he was deeply involved in selling some package to a woman who was purchasing a massage for her son. He did not acknowledge me for 10 minutes! (thus negating my efforts to be on time) Finally, after securing his commission, he took me to the back room with a sheet of paper to fill out. He said he would be back shortly after I was done with my paperwork. It took me 2 minutes to fill out but after several minutes he was still nowhere in sight. Using my free time, I found the bathroom; when I returned he was still MIA (my massage was supposed to have started by now). At this point my masseuse was kind enough to tell me that someone would be around shortly to "introduce me to her." Gee, thanks. So we both sat around waiting (what was the point?). Finally, someone comes to "introduce" us. It was NOT the man in the front who said he would be back to check on me - he was probably selling another package to another unsuspecting mother. My massage was mediocre at best. If I were just rating the massage I'd give it 2.5 stars. The real kicker: my masseuse started 10 minutes after my scheduled start time and finished 5 minutes prior to my scheduled end time. A 45 minute massage. That's 75% of what I paid for AFTER making me sit around waiting for 20 minutes. I have gotten hour long massages from other places in Durham and shown up late and still had the massage be a full hour (if not more). This place obviously does not care about their customers and I guess my fears were confirmed. It's insulting. Insulting enough that I'm taking my afternoon break to warn everyone to not waste their money here. I certainly won't be returning. read more

Do Not Sign A Contract with this location! I called the number for assistance based on their reply and was told to call back when I made my last payment. I called and emailed back saying I wanted to cancel and they ignored my two emails. When I called after seeing a charge on my credit card bill after my cancellation email, I was told that I had to fill out a form to cancel my membership and that they would email me a form. I also wanted to talk to the manager who was tied up and couldn't come to the phone. I called back in 20 minutes and the manager still wasn't available and then when I said that hadn't received the form, I was told that staff can't mail out cancellation forms. I am so disappointed. read more

I had an annual membership at this Massage Envy. I don't love the corporate environment and frequent attempts to sell me more services and products, but I found a massage therapist I liked and had monthly 90 minute massages at a cost of the monthly $65 charge for membership, plus $23 additional for the 90 minute massage. At the end of 2019, I asked a Massage Envy employee who worked at the front desk when my membership was terminating and how I would turn off auto-renew for my account at the end of my membership. The employee told me that the last monthly charge for my account would occur in February 2020, and I'd get one last massage after that charge went through. She said she would turn off auto-renew on my account, to take effect after the February 2020 charge to my credit card. I repeated this back to her at the end of the conversation to make sure that I understood what she said. I scheduled a massage last Sunday (March 15), and when I checked out, the employee behind the desk charged my card $143 + tip. I explained the history and, after, she researched my account, she told me that the employee who said that my last membership charge would be in February was wrong and that the February date in their system actually referred to the auto-renewal date. I don't recall how she said their system worded that date, but it sounded like it was an easy mistake to make. I told her I didn't expect to pay $143 for the massage and she said she couldn't do anything. I asked about speaking to a manager, and the employee gave me a card with an email address to use to contact the manager (who apparently wasn't there). I sent a message to the generic email address I was given explaining what happened and asking that they refund the difference between the $143 price I was charged and the monthly membership rate of $88. I received a prompt reply from an anonymous person. He/she/it apologized for the employee's mistake in giving me bad information and refused to refund any money. Offered me a free "enhancement" on my next service. Are you kidding me? You massively overcharged me for a massage that I never would have scheduled if I had been given the correct information by your employee when I asked about my termination date, and you think I'm going to get another treatment at your establishment? This management/location is profiting off of their own employee's mistake, which is unconscionable on so many levels. Yes, the coronavirus is hitting all of us hard right now, but customers shouldn't be treated this way, especially when your employee made the mistake that led to the overcharge. Please don't support this location of Massage Envy. read more

This establishment is an example of how NOT to run a business! My husband had paid for me to have a 90 minute facial and $10.00 more to have an upgrade with that. He paid in advance and also gave a 20% gratuity. I was not aware that I had only received a 60 minute session and no upgrade what so ever. Upon leaving they apologized and said I could come back for an upgrade. Little did I know that what they meant was come in and pay for another 90 minute session and we'll give you 30 free minutes. Seriously! I asked for just a 30 minute upgrade and they refused. I will never be back to this place again. I would give them less than one star, but the program won't let me do that! Delila Serra read more

Massage was good but as another review says they are nitpicky about squeezing in only 50 mins worth of massage time in a 60 min appointment. I was couple of mins late for my appointment due to traffic and was welcomed rudely by the receptionist saying I'm late and could possibly not get the massage at all. I thought that was a threatening way to welcome a customer who's already stressed out and in need to release that pain. The receptionist then went in to pretend check with the masseuse to see if they will still take me. They then had me spend next 10-15 mins filling up digital forms to locate my pain areas. Then the masseuse walked me to the room, after asking where my pain focused on, she said she could either do a full-body (which I paid for) or a focused pain massage since time is less. I said okay let's do the focused pain one, she then had me change while she waited outside. She didn't return until only 25 mins of massage time was remaining. The massage was good but brief and no way near worth the amount paid. Towards the end, when asked to focus on a certain pain area, they said they have to leave and can't give more than 2 mins worth of massage. Needless to say, tip wasn't paid and not coming back either. read more

Great place for a convenient massage! Great staff. Easy plan for students for monthly membership.

Kamara was an excellent therapist. I was pleased with all levels of service at this location. I was visiting Durham on business and had a sore neck and she was able to see me. I am returning on business next month and already scheduled my return visit. She was excellent for Swedish to medium pressure. read more

This review is for Dustin and Maeia at the front desk. And Craig and Andrew, the massage therapists. If I could give 10 stars I would. I've had such bad experiences at other Massage Envys but this one on 9th street by Harris Teeter is great! Let me start by the front desk. Dustin is THE most patient and friendly (but not overwhelming) front desk person I've ever met at a Massage Envy. He makes you feel welcome at this location. Brought my bf's father who's an elderly to this location and Dustin was kind enough to help him walk out and into the car. Both Dustin and Maeia are really nice and helpful whenever I have any questions about my account. Maeia even remembered my name when I called (which really does make a customer feels special especially since there are so many customers that walk in and out of that place). Craig... my favorite masseuse. He knows the perfect pressure points for any aches and pains that you have. I would go to him more often if his schedule didn't fill up so quickly. Andrew... he really is a genuinely nice guy. He's my bf's father's favorite massage therapist. He is so kind and helped him get dressed since he wasn't able to do so himself. You can tell he truly cares about his customers. I would've cancelled my membership a long time ago but then I stumbled into this location and now bought $450 dollars more of their gift card just because of these people. Dustin, Craig, and Andrew. What a great team they have at this location! read more

Swanky and relaxing interior, but that's where the positives end. Rude front desk staff -- pretty typical of all the Massage Envys I've been to. Unskilled therapists. This is my last Massage Envy visit. read more

I love coming to this ME for my monthly massage. This location has a cozy waiting area and they provide you with a warm lavender neck pillow while you wait. It's affordable and the massages are amazing. I'm reluctant to share his name because I don't want him to get booked up but I will tell you that Hart is very good, especially if you like deep tissue/sports massage. read more

Have been a member for several years but can never get in for an appt. Never used to have this problem until the last the year. Called to discuss my concerns and the person answering the phone was rude and disrespectful!!! Very disappointing. I do not recommend this location. read more

The service was pretty bad. Don't do a contract. The receptionist crew our nice, but the massage/facial crew are mediocre. I had an appointment for a facial and they tried to pass me on to someone else that I didn't make an appointment with even though the other person was there. It was very awkward and then they finally allowed to cancel my membership after that poor customer service (I had been requesting cancellation due to bad service and relocation for months.) read more

My wife and I both have memberships and we enjoy getting couples massages at this locations together. It's taken a few therapists to get who we enjoy, but it's definitely worth the cost if you go more than once a month. read more

Hit or miss. The front staff in generally unprofessional and more interested in talking to each other. Most therapists have been good but the 2 I liked best left. Some don't have great beside manner. One lady, April told me she doesn't want to talk during massages. One other guy was short with me for being late when I was 10 minutes early to my appointment and the front desk staff forgot to tell him I was there. I think there are better places out there. read more

im very disappointed with the cust service! I feel like I was forced to sign a document and then when payment was missed for 2 days they sent it to collections. so I paid everything in full and now im stuck getting massages by a group of ppl that I despise!!!! this place is convenient to my house so I went here...I should have went to southpoint. please run away(fake unprofessional staff)boo read more

I've been coming here for about 3 months now, and it is the best part of the month. Everyone is friendly, eager to answer any questions you have and offer you the best options for your personal experience. The waiting area is cozy and relaxing, and NORMA is phenomenal! Full body or specific area focus, you can't ask for a better, or more personalized therapist. read more

This place has terrible customer service. I don't know if it's a lack of training or if this is the culture of Massage Envy but I found the Ninth Street location lacking severely in the area of customer satisfaction and customer appreciation. I received a gift certificate for a massage at this location as a Christmas present from my husband. Although someone called the day before my massage to confirm the date and time, it was to my dismay when I arrived the following day to find that my massage had been cancelled! Mind you I live over a half hour away from this facility and made the appointment on my day off!! No provisions or suggestions were made to rectify this error other than to reschedule the appointment or get a facial as if this was a common occurrence: I stressed how inconvenient this was for me especially driving in from another city but it didn't seem to matter. I determined after dealing with the staff that I in no way wanted to return to this establishment. I called my husband and he immediately asked for me to get a refund of the gift certificate while I was there and since this is nowhere near where we live. The response to this request was that the staff at the front desk was not authorized to do refunds because they were not "managers" and there was not a manager on duty. This day went from bad to worst! My appointment was at 3:00 on a Friday which is apparently not a time that either of the managers work. I was told that they would make a note of my issue and that one of the managers would call me the next day! That NEVER happened!! My husband called the next day and after detailing the reason for his call as prompted with the receptionist, when he asked to speak with the manager he was made to once again repeat the entire scenario once the manager got on the phone. She then proceeded to act as if she was completely clueless as to the reason for the call; this after we spoke in great detail with at least 3 staff members concerning this issue. The manager listened in a matter of fact manner and agreed to refund the credit card for the purchase of the gift certificate. I further expressed my displeasure and frustration at being inconvenienced by having to drive literally over an hour round trip and asked her how this happened to which she replied "I don't know". The customer service in this location is terrible! I will never go to this location or another Massage Envy for that matter. The overall experience was one of the worst that I've encountered with any business in response to an error on their part. While this cookie cutter approach to service may work for some; I will be patronizing spas that have a customer satisfaction mindset in the future. I would really hate for anyone to have to endure the kind of experience that I had at the Ninth Street Massage Envy. read more

Oh no! A dear friend of mine transferred her monthly massage for me. It was with April -- oh no! No strength in her hands at all. She said she couldn't do it; her fingers were shaking because she could not produce anything more than strength than light rubbing, poor thing. I left with an oily back and just-as-tense shoulders. Spend your money somewhere else! You'd be better off trying one of those Brookstone massage chairs at the mall. read more

Had a good first visit to this location. I'm looking forward to my next massage. I'll come back and update my review after my next visit.

I am a monthly member at Massage Envy (which is the best deal) and have had nothing but wonderful experiences here! I have seen various technicians for both massages and facials and have yet to find someone that I am disappointed with. Highly recommend if you're looking for a solid massage or facial! read more

Very poor service. The 60 min massage I paid for was 45 min. When I mentioned this to the front desk staff they abruptly said "tell corporate." Never going back. read more

Both of the massage therapists I've seen (Carolyn and Hart) have been wonderful-- very respectful and responsive. And everyone at the front desk is so sweet and friendly! They truly go above and beyond to make you feel relaxed and pampered. Very clean facility, easy to join, and a very calm environment. Love it! read more

Always a nice relaxing experience. Glad they opened one in North Durham so it's very convenient too.