I really debated writing a review but I'm so incredibly disappointed by the management's response that I can't in good conscience keep quiet because her idea of customer service / satisfaction is severely off. I've had several hot stone massages from several Massage Envy locations. I'm also highly knowledgeable about the body (anatomy, physiology, muscle therapy and relaxation) and above all hyper aware of my own body. So I have a reasonable expectation of how I should feel following a service. Unfortunately this experience did not live up to my expectation, which while I was disappointed, I didn't blame the therapist. I waited 24hrs to see if I would feel different after plenty of water and rest...however 3hrs later I was on a heating pad that rendered my relaxation than the 90min massage I received. I called the next day to share that while I don't blame the therapist, I am unsatisfied. The receptionist (very nice girl) took thorough notes and noted for the manager call me the next day. About this manager....... First strike: after 24hrs I had to call the manager. She gets on the phone knowing my name and issue which indicates you knew you owed me a phone call! Why did I have to call you? Second strike: after re-sharing my situation, she tells my 'compensation' offer is a member-rate massage with a free 'enhancement' like aromatherapy or a sugar rub. Seriously? I'm unsatisfied and you ask me to come in to pay for another treatment...and think free lavender is supposed to appease me? Third strike: I share that I'm having a hard time justifying how a reduced-rate massage is compensation and she had the gall to tell me "saving $75 is a compensation." Highly inappropriate! I just spent $140 in your establishment ($115 + $25 tip....b/c I wanted to believe I'd feel better and tipped the therapist for her 90mins work!) and you think your measly $75-off (mind you not free massage!) is supposed to help me feel better about WASTING my money? It doesn't! Which is exactly why I cancelled my future appointment. I will NEVER go back to this location and it seriously has me rethinking ever stepping foot in another Massage Envy again. I'm already looking at Elements Massage and/or Mario Tricoci -- places that value customers! read more

Wow - I can't help but think these negative reviews are a bit dramatic and over the top. I think Roshni's assessment is right on after noticing that many of the 1 star reviews didn't actually have any services. I've had very nice service here and enjoyed my facial so much that I signed up for the 6 month program. Its a convenient location, the staff has been extremely pleasant to deal with, and the place was clean, nice and calming. I think its a great alternative to a downtown massage for a much better price! read more

I have been a loyal customer for 2 years. My experience here was average until recently. I had the worst experience I have ever had with any service that I have ever paid for. I had to stop my service after 10 minutes because it was nothing in the realm of a professional massage. I thought it was a prank. After stopping the service, canceling my service plan(which I pay $70 for monthly) , talked to in an insulting manner by an employee, I walked out feeling far more stressed than when I walked in. Do not sign up for a wellness plan. They are refusing to give me a refund and each person or "manager" that I speak to keeps passing me along to somebody else who " can't help me". No ethics. Horrible experience. read more

As many have stated, the front desk staff rocked. They were thorough without being pushy and made the pre- and post-massage experiences comfortable. I scheduled a couple's massage and was a bit disappointed with the room layout. We had two adjoining rooms with a large (3/4 open) partition separating us. It felt very distant and impersonal. My massage therapist did not introduce himself by name and that also felt impersonal. Although professionalism certainly wasn't an issue, the whole interaction felt awkward and sterile without even knowing the name of the person massaging me. The massage itself felt nice: I was asked about comfort several times (but it felt natural and not intrusive or repetitive). Overall, I liked the massage but will try another business for something more in line with the "couple" experience I expected. read more

I have been a member of Massage Envy for more than 11 years, and my overall experiences have been highly positive. I recently traveled to the Chicago area and contacted the Massage Envy in River Forest. I requested a therapist who was competent with the neck. The scheduler was able to both recommend someone and arrange an appointment the next afternoon. Lavonta, the therapist, was competent and professional during my hour there. His draping and massage techniques were perfect and I left feeling so much better. This Massage Envy is welcoming, relaxing, and spotless. Thanks to everyone for your hard work. read more

They didn't take an effort to accommodate me at all on the services I requested. Management clearly do not know how to handle problems and value their customers complaints at all. After speaking with the manager letting her know how unhappy I was with the service, she seem un-caring. This was my first time at this location and by far the worst experience ever. Not to mention I reserved a 90min massage and only received 70 and had to pay $90 for the massage and $10 for oil. I don't mind paying for my service, I just would like to receive good service. Me being the kind hearted person I am I tipped the therapist anyway. I wish my first experience would have been better. Very disappointing. read more

An update. The ME manager, Anita, called to talk to me about my review, and she apologized for the experience I had, and she offered me an upgrade on my next facial. This was very much appreciated, and is the type of customer service I would expect from a subscription service like ME. Thank you Anita. read more

After sitting in traffic for 30 minutes to get to my massage, it was cancelled by massage envy due to an emergency. The associate apologized and offered a free facial. She was very friendly and I did not ask for a comp service. When I called back to move the time, I was told I do not get a comp facial but a 10 dollar enhancement. I explained to the associate on the phone what happened and she said no and offered no help. I am perplexed as to why this happened and would not recommend this location to anyone. read more

Awful customer service here resulting in me canceling my membership. They led me to believe that by signing up for a membership when I did that my monthly rate would be "grandfathered" in and it was not. My monthly rate went up $10 unexpectedly. They also do not advertise that you must cancel 10 days in advance to avoid your credit being charged again. Save yourself the stress and do not sign up for a membership here or perhaps at any other Massage Envy. Very disappointing. read more

Have gone for massages it was fabulous, had sore neck and shoulder when I left I felt GREAT. Have had facials they were wonderful. Therapists know what they are doing. Everyone that works there are friendly. read more

This is NOT a review of their services...this is solely a review of their customer service. In short...stating that the girl(s) who answer the phone seemed to be completely incompetent is an understatement. Corinne - who I spoke to the first 3 times had absolutely no knowledge about anything thing they did there...every time I had a question, she had to put me on hold for about 5 min. A couple of times they disconnected me - and didn't even have the decency to call me back. Considering I was going to get TWO massages - and was a first time customer - you'd think they would be anxious to get a hold of me (they had my number and my email). NOPE I had to call them back..while I was at work. I had been on the phone with them for a total of almost a half hour (including all the times they put me on hold), and they STILL hadn't been able to confirm my appointment. They asked for my credit card number, and upon me asking why they needed it - stated that they had a cancellation policy in which they charge you 50% if you cancel the day of your appointment and 100% if you're a no call/no show. IT WOULD HAVE BEEN NICE TO EXPLAIN THAT TO ME - BEFORE YOU ASK ME FOR MY CC #. I'm aware that most places like these have cancellation policies..but it would be nice if you made your customers aware of this. After about my third time of calling back (btw they claimed that I WAS THE ONE WHO KEPT DISCONNECTING THEM LOL..SURE - BECAUSE I HAVE NOTHING BETTER TO DO WITH MY DAY THAN PRANK CALL THEM) - I spoke to a Christine...who was not much more knowledgeable than Corinne. I explained that I wanted a reflexology and a sports massage - and wanted them on two different days. This Christine became very rude stating that it had been explained to me already (no it hadn't) that the reflexology was part of any massage you get. THEN WHY DO YOU MAKE IT SEEM LIKE IT'S A COMPLETELY SEPERATE MASSAGE ON YOUR WEBSITE??!! After we got that sorted out..she puts me on hold AGAIN (this is the 4th time now) -without even stating she's doing it..then the manager Mike gets on the line...saying that there wasn't a woman available to perform my massage on the days I had requested. When I told him to just cancel everything including my cc info - he just said OK - no apology - no willing to try to work with me - WTF...I just went though all this...only to be told they can't do it. WOW !!! This is how you treat a possible customer? - Never going to you guys..I can't understand how any of the people there have jobs. If I performed my job like this - with this lack of knowledge and customer service, I wouldn't last a day. You people need to get your sh_ _ together. You just lost a potentially very good customer..and I'll be sure to spread the word. Stay away from this place...too many other spas in the area who are more competent, polite and professional. read more

I received a $125 gift card from my mom as a bday gift. She was told that it would be enough for 2 massages. Unfortunately, that was only if I was a first time visitor- which they failed to mention at the time of purchase. When I called to clarify, the manager was far less than helpful or accommodating. Basically said my mom should have known. She also told me that a 60 minute massage is actually 50 minutes "hands-on" time which explains why the massage seemed so short. So basically, $125 got me a mediocre 50 minute massage. Ridiculous. read more

This spa is a joke. I would not even call it a spa because their management and staff are so unprofessional and lackluster. In addition, they do not know the meaning of customer service, and that this is supposed to be a place to relax, not cause frustration. Let me also say, for a new business in the area, they are getting quite the reputation of BAD SERVICE. Don't waste your time complaining to management, they don't care, they have your money and hide behind "policy" that they do not make you aware of, but will quote it and stand on it. Stay away from this business. You will leave more tense than what you came in to relieve. There are hundreds of massage therapists in the area, do some homework and find someone good in a place that truly wants your return business!! read more

Terrible experience that started with the initial phone call. Their website doesn't list all of the massages available and the pricing so I called to see if they could email me a list. They were very rude on the phone and told me they have a brochure at their office and I could come pick it up. Or they could just give me the options over the phone. I explained that I wanted it in writing so that I could distribute it to the group I would be booking for. She had to put me on hold to see if "she was allowed to do this." She came back on and said "she would email it to me when she had time later." I apologized to her for bothering her and said if the info was on the website I would not have called. She said "well I don't know why the website is set up that way." She never emailed it. The next day I went in to Massage Envy and relayed the experience I had over the phone. The manager said that they are corporate and don't have a PDF to send. I explained that I was looking to book a large group of people and that they are potentially losing out on that revenue. She was full of excuses and defensive. I'm still confused as to why no one could just send email me something? If you are looking for a pleasant customer service experience look elsewhere. read more

Let me start off by saying that I never even made it into the salon. I went online to request a massage type, date and time. A pop-up indicated that someone would call me back to book the appointment. Ok, great. I missed the first call back that evening, so I returned the call a short time later. I said, "I'm calling to confirm the appointment that I requested online earlier today" and gave my name. The girl on the phone looked something up and then proceeded to tell me in a condescending manner that I'm not 'confirming' anything because nothing was ever scheduled for me. Then she asked what time I wanted to come in tomorrow, am or pm? I'm thinking, What's the point of the online appt request if their staff doesn't look at it? I told her I hoped to come in early Saturday morning. She let me know nothing was available longer than 1 hour, I replied no thanks and hung up. Not a great experience and I figured I'll never deal with them again and THEN....I get another voicemail today asking about booking an appt. I called back. This time it was a different girl, but just as short and condescending as the first. I tried to explain that I had already spoken to someone last night and my request wasn't able to be accommodated. She said, "Maybe they were calling to see if you could come in another time." Really? Maybe? Why wouldn't you know that? Is there a policy to make call backs if potential clients don't book an appt after the first call? Or did someone just drop the ball? Unfortunately, this seems like a very poor start to a new business in a great area. Update: I ended up going to the La Grange location and it was fabulous! Marina was awesome. read more

Just got back from a "1-hour massage" from this place. Only problem? it wasn't 1 hour!! They build 10 minutes into the hour for speaking to your therapist (I had absolutely nothing to say other than I was there for relaxation) and undress/redress. This might be OK if they told you that beforehand! Nothing in their brochures or their signage indicates "50 minute hands on time." What a racket. Not only that, they told me my appointment was for 4:00 pm. When I got there I filled out 2 sheets of paper (literally took 60 seconds) then waited 10 minutes for them to take me. When I asked, the woman at the front desk said that the actual appointment time was 4:15 and they figure in the extra 15 minutes for paperwork and to go over my needs. Really? then why ANOTHER 10 minutes from the "1 hour massage" deduction? Especially when there is absolutely no mention of this when making the appointment!! I have never had this happen at any spa I have gone to for a massage. I make a point of arriving early so that I don't cut into the massage time with paperwork, undressing, etc. By the way, my massage was very good and I made sure to tell the manager and masseuse that. But this is clearly deceptive advertising, bait and switch, and I will NEVER go back. What a shame, too, because as I was getting the massage I was thinking, maybe I will start coming here once a month. No chance. There are way too many honest spas in the area for the same cost. read more

No more Jonathan - too bad. Mediocre to good massage - haven't found my "great" massage therapist.

I signed up when the shop opened back in the Fall 2014 and couldn't be happier. It's pleasant, clean, comfortable, professional and an excellent value compared to the local fitness center spa. Each massage envy is different and you can't really assume anything. The river forest site is low pressure, low key and friendly. Find a therapist that you like and get on his/her calendar twice a month. TIP: be generous with gratuity. Minimum 20%. Bring the therapists up to industry standards and they will be there for you. read more

I had a wonderfully relaxing massage yesterday with Frances. She was attentive and calm and responsive to my requests. The front desk and telephone staff were also professional and kind in my interactions with them. I would definitely use Frances' services at Massage Envy in River Forest again. read more

As a part of the 3-month membership, I was supposed to be able to use the 30-minute facial towards a full massage session. I specifically asked the reception about this deal and they confirmed that the massage would be at a discounted rate with this voucher. However, when I came out after the massage, the reception asked me to pay full price and said that the voucher could not be used towards an hour-long massage. I was basically tricked into an hour-long massage with a promise of a special deal and ended up paying the full price. Very bad customer service. I am definitely not coming back and do not recommend this place to anyone. read more

My wife signed up for a lifetime contract which she was told was a for 12 months without auto-renewal. They have been billing us for two years now and will not cancel the contract; they always say they need a form filled out in person at certain times, then are unavailable, loose the form, etc. When I called to work this out they manager (Erica) refused to help and refused to give contact information for someone who could. These people talk a good game but they are crooks. Stay away! read more

I purchased a membership because I thought it would save money on massages in the long run. Their policies and service (especially the manager) are terrible. They take no effort to accommodate you if you can't schedule the massages within their timeline. Management is very rude and clearly does not value their customers. Furthermore, my therapists were very inexperienced and cut the massage about 10 minutes short. If you are looking for fair policies and kind service, consider going to a salon or spa that isn't a chain like massage envy. Or choose a better chain. read more

Very disappointed. This review is based on customer service given my appt could not be realized due to unknown policy prior to arriving at facility. They get a star because they offer prenatal massages and send reminders for appts. I am 37 weeks pregnant and as anyone would imagine the sore and ongoing aches of late trimester pregnancy is ever present. I scheduled this appt for a prenatal massage two weeks ago. Spoke to representative at least twice and received a message over the phone and email to remind me of appt. So far so good. I had read this was okay and relaxing to do at this stage of pregnancy. I also had asked my doctors and they sad it would be great for me. No concerns were provided even with my diet controlled gestational diabetes. Although a great policy to protect employees at massage envy from liability, I did not receive any information in my two calls and reminders about a form that I would need to bring to ensure my massage was approved by a physician. So here I am two weeks later, when I have already seen my doctor at least once and could have secured a letter from them and I am blindsided by the form at registering before the massage. The receptionist was nice enough to ask if the massage therapist was comfortable doing the massage anyways but she was not. I do not blame her as it is considered high risk when you have GB, but it would have been nice to know in advance the policy that would cancel my appt without the letter. Note my diabetes is diet controlled with no meds or insulin so I am not a typical case. I'm fortunate with no complications. Long story short, I cannot endorse "mommies to be" to go to a place that would not thoroughly alert their clients in advance and with consideration that they needed certain paperwork. Every mommy deserves a massage once in a while especially when they have gotten to this stage where sleep and comfortable positions have run out. Very disappointed I cannot reschedule due to my work schedule before delivery. And let's face it, money and time after baby is born is a luxury we will not be ready to dish out postpartum. Good luck to the mommies out there hope you will be informed in advance! read more

Horrible customer service. I have a membership at another location but scheduled an appointment at this location. When scheduling (few days in advance) I specifically asked if I can use my membership benefit and monthly upgrade from the coupon book I received when signing up at the other location. The upgrade for the month of April was 30 extra minutes for the massage. I was told I can. When I came in for my massage I was told that I cannot redeem the upgrade from a different location, and the manager would not honor it. They said I can get my massage at an intro rate, which is not really a good idea considering I have a monthly membership and already got charged. If an employee gives someone incorrect information, a manager should try to rectify the situation, which she definitely did not do. Wasted my time on a Friday night and didn't get the massage I was waiting all week for. Will never return to this location even though it's the closest to my house. read more

My massage was pretty much the therapist rubbing lotion on me. No firm pressure. It was the first massage ever that I actually considered asking her to stop so I could just get up and leave. read more

Staff if very warm and welcoming but Dani was my esthetician and she is amazing!! She really cared about my skin and was also really knowledgeable on my condition as well as the products that she recommended for me to use. If you need a facial or any help on your skin be sure to ask for her. I'll be seeing her again in another 2 weeks! read more

Staff is welcoming and professional, spa is clean and calm, Eric is amazing! I now go monthly and it's the best thing I do for myself -- esp when it can be 90 minutes, which is very reasonable.$$$ read more

I visited the ME in Oak Park today and as usual the front desk staff was great and upbeat. This was my second time visiting ME and I enjoyed my first massage so much that I requested the same person for my follow up. Well today I went and he told me AFTER my massage that he was "sensitive"to the hair care product that I used and it made him nauseous. If I want to come back and schedule with him I need to not use it. First off, this is the same hair care product (which is coconut oil) that I used last time and he made no mention of his concerns last time. Secondly, why did he wait until the END to say something? There were so many other professional ways to have handled that. He could have even told me earlier and asked me to reschedule with someone else. He could have let the front desk know and they could have changed the therapist. He could have just said he was sensitive to it and would I mind him avoiding my neck area. I felt so offended that I am considering not going back. I do see they have an African American therapist there who I may call and request. He may have a better time handling the smell of coconut oil in a Black woman's hair. read more

I just finished a massage with Paco. It was the most incredible massage I've ever had. It was a deep tissue with the point of working through things. It wasn't soft and delicate (which i find annoying) as much as it was incredibly effective. He immediately recognize that my purpose there was to work through stress and pain, and he was definitely up for the task. I can't thank you enough! read more