Professionalism top to bottom, by everyone, massage therapists, front desk and managers

Wonderful massage staff.... HOWEVER, terrible corporate policy. 1. Be sure you read your contract, even though you are told that you can cancel your membership at any time, that "any time" is after 12 months. 2. If your account is "suspended" because you don't want to continue paying for a yearly contract, the you can't use your points until you pay them AGAIN and add another point to use 3. If you ever want to speak with corporate, good luck. You get a phone call with a voicemail that gets you a call back from the local franchise. And apparently they can still attempt to collect additional months under the contract. At any rate... just save your money and lay for a massage when you actually need one instead of forfeiting nearly $500 because I won't give them another $75 Good riddance read more

My original massage appointment was scheduled for May 25, and I had booked it weeks, almost a month, in advance. The Saturday before my appointment, I received a call informing me that the business could no longer accommodate my massage due to a staff illness. I was offered the option to be placed on a waitlist or reschedule. I chose to reschedule for June 20 and still attended my facial on May 25, which was a good experience. Now, just a few days before my rescheduled appointment (Wednesday, June 17), I've received another call saying my June 20 massage can no longer be accommodated. Having this happen once is frustrating enough, but twice is unacceptable. What made the situation even more disappointing was that there was no effort to accommodate me with another appointment that same day, only another offer to be placed on a waitlist. Even after I explained that this was the second time this had happened, there was no apology beyond the initial acknowledgment and no attempt to make the situation right. As a customer, I expect appointments that are booked well in advance to be honored. If a business has to cancel due to an unexpected cause, I also expect some effort to accommodate the customer or provide some type of service recovery. Unfortunately, that did not happen. I only plan to return because I have a gift card to use that was a gift. Otherwise, after this experience, I would not choose to do business here again. This level of service is disappointing and reflects poorly on how customers' time is valued. read more

Had a facial and massage. The staff was very friendly and professional. Will definitely recommend to others and will return.

Amazing experience!! I was greeted with smiles from the time I arrived for my appointment. Staff was very professional. I got a deep tissue massage. I recommend Dakota, she does a great job. 5 Stars all the way!!!! read more

Had a Saturday appointment for 9:00 am. by 9:15 therapist still had not arrive. as a person who has a company in the customer service industry, this is unacceptable. read more

Great professional therapists. Have been a member here for several years. Highly recommend this business.

Erika is great! I will not go to anyone else. I have been to her a few times and she is always friendly, professional and makes me feel like a new person! read more

The place offers a great introductory rate then and pressures you to sign up for a years membership, with the promise of regular appointments. However, it's been my experience that they cancel appointments at the last minute (3 so far since December) and have no real method to reconcile your account. Of course you can't quit because it's a contract. It's overall been a horrible experience and if I could get out of it I would. Ok. Update. Since they asked me to respond to the HTML address with my concerns I have yet to hear back from them. They either don't care or they don't understand that I've complied with all of their requests and am completely sick of it. Why do you ask me to contact you and then never reply? read more

Loooooove the positive and professional atmosphere. My esthetician, Eman, did a phenomenal chemical peel that wasn't irritating to my sensitive skin. She followed up with me to check my progress and answer any questions I had. Super appreciate her knowledge of skin care and what will work best for me! HIGHLY RECOMMEND!! read more

I have been a monthly customer for at least 3 years. I have used 4 different therapists since I have been attending ME. All 4 were good but one of the 4 is great. Her name is Bridgette. Not only are her hands the hands of angelic healing but her spirit is amazing. Bridgette continues to face the challenges of life head on and with the guidance of the Holy Spirit. It has been a privilege to walk through parts of her life with her and watch how she handles them with grace and peace. The massage therapy I receive from Bridgette is great and important but the inspiration I get from her enhances my life. Love ya Bridgette! Bill M. read more

i've had nothing but bad experiences here. will never go back. last appointment I booked, I waited half an hour and finally asked where my massage therapist was to which a front clerk went to search for her and she was no where on the premises nor answered phone when called. when the manager called me after my review that wasnt good, (supposedly to try and fix the situation) she only made me angrier. read more

Have had nothing but trouble with this business. Horrible customer service. Will NEVER go back !

I really like massage envy. So far every time I've been there I've had a different person (though I prefer the same persons) and therapist has had a different style which I like. I've enjoyed the entire experience from the time I check in to the time I leave. Though as another person mentioned you do not get the full "60" minute time; it has definitely been closer to 45 minutes each time, I'm wondering if they count the check in and get dressed time too. Each therapist I had definitely had their own technique and everyone was definitely skilled. I prefer the light relaxing over the deep tissue, but both are beneficial. The negative side (IMO) is the contract. It's a monthly contract with no end date. Though the appointments do roll over, I wish there was an option for maybe 3-6 months at a time rather than no ending. read more

I've had a membership for several years now, but I am about to cancel as soon as I use my banked massages. It has gotten to the point that every time I make an appointment, they call to cancel. They make promises of upgrades to my sessions due to the inconvenience, but that never happens. I have one therapist that I request every time. Recently I received a call and they were once again cancelling my appointment with my therapist because he supposedly no longer works on Mondays. The lady wanted to change my appointment to a different therapist. When I indicated that I did not want to use someone else, her response was "Ok, suit yourself. She's just as good a Jarrad, if not better." I have used others before and NONE have been as effective. I was completely insulted by the way this lady spoke to me on the phone when I would not reschedule with her recommendation. I have four banked massages and them I will hopefully be done with this place. I will go somewhere that keeps appointments and respects their customers. read more

I had a massage a few weeks ago and it was amazing!!! The customer service I experienced was excellent. I arrived a few minutes late, but the friendly staff helped me complete my paper work quickly. I will be back soon! read more

Scheduling an appointment is a nightmare. When I booked an appointment online they called and cancelled my massage 30 minutes prior to appointment. Their reason for cancelling was that I shouldn't have used online booking. When I requested an appointment over the phone they still didn't get the appointment time correct. read more

I have been a member of Massage Envy for a full year now. I have experienced great massages and not great massages. My biggest complaint about this particular Massage Envy is that they NEVER give you your full time. Their sign says "1 hour massage X amount of dollars" so you pay to be rubbed on for one hour, 60 minutes. I have NEVER had a therapist give me my full time, and most of the time they start 5 to 10 minutes late and then stop 10 minutes early. So I'm only getting around a 40-45 minute massage. Well, I have never complained about it, until now. I plan my whole month around my massages. I schedule them no less than a month in advance to ensure I get the therapist I want. Once my therapist went home sick and no one called me to let me know. It wasn't until my appointment time that I showed up and they told me I wasn't getting a massage that day, however, they did give me a free facial for a later date. What has prompted me to write this review is that I went in to get a massage today and went to check in and the girl didn't have me down. Then she realized she didn't have me down because the therapist I was scheduled with had taken another job. No one bothered to reach me sooner and tell me and try to reschedule. No it wasn't until I showed up fifteen minutes before my appointment that they informed me. Being the good sport I am, and as disappointed as I was I asked if there was anyone at anytime today that could accommodate me, and the girl said "No, we're booked". So I asked if there was an availability for a facial, and the girl said no. I do not expect them to apologize to me for being booked, I do however expect someone to try a little harder. When I attempted to reschedule she didn't offer to put me on a cancellation list, or give me any suggestions on who I may want to try, nor did she try to be any kind of helpful. The soonest she bothered to accommodate me was the middle of February. I am a nice person, I was by no means rude and I did reschedule, but I'm very disappointed in the efforts made to rectify the situation and also completely upset no one bothered to alert me sooner. The therapist didn't quit yesterday! read more

Caution: dirty business tactics used by this location! Was given a monetary amount by a relative as a gift to use here. Representative in the store offered me a "special deal" that would've enabled me to get three massages instead of 2 for the same amount in a 3 month span. After assuring that there was no further commitment beyond the 3 month time frame, I agreed. I realized at the 4 month that money had been withdrawn from my account, contacted the location, and was politely informed that this was a mistake and no more funds would be withdrawn. I noticed a few months later that they were still withdrawing funds despite the assurance from their representative that this would have stopped. Beverly, the store manager, reimbursed 3 of the 7 months that they had over-billed me, stating that was all she could do. Of course, she failed to return two follow up phone calls to her location. Their district manager, Chris, essentially stated that I was responsible, no matter what the store representative told me, that after the initial 3 month agreement you then go on a month to month charge. So, they can misinform you about the agreement, tell you that it will be cancelled and then not cancel it, and you then foot the bill to them for services not rendered. There are too many other options for these types of services that provided better quality without the deceptive, greedy tactics. read more

Massage envy used to be my go to spot. I was with them for about 5 years or so. That was until they started all of a sudden started cancelling my appointments. Now I need my appointments for medical maintenance reasons. And they are aware of this, but that didnt stop them for canceling and not even offering a replacement therapist. At first I just went with the flow, but it begane to be a situation where there were canceling EVERY TIME. Now mind you I had a total of five therapist to choose from that could assist me but apparently on this last day that i made it to my appointment the Manager, tells me, oh the therapist isnt comfortable giving you the pressure that you requested.. as a matter of fact noone is comfortable except one. Really? Needless to say I canceled my membership and found another place that charges more but is friendly and honestly better than the therapist I had at massage envy. Massage Envy is supposed to be the cure to my stress, but instead they were root of the problem. So much so that I was literally in tears when i left the facility.. read more