Came in to my appointment early to do paperwork and I was *still* taken in at least 10-15 minutes after my appointment was scheduled. When they say 60 minute sessions, they mean 40 minutes, because they give you about 15-20 minutes to dress and undress but apparently that counts against your massage time. Why would anyone pay for 60 minutes in order to receive 40??? Masseuse promptly ended the session at an hour after my appointment was scheduled, despite being called in late, which really means that I received maybe 35 minutes of service. No complaints with the actual massage but the cost is ridiculous compared to the experience. read more

I first reviewed ME over 4 years ago giving it 5 STARS. Not anymore I have been a loyal subscribing member for over 8 yrs paying monthly. I asked ME to stop charging me UNTIL I can go back with out having to wear a mask. I certainly understand the need for a Mask but much of the enjoyment would be leaving. I wanted to stay loyal but just not come until the majority of the COVID-19 problem has passed. as of that moment I had the equivalent credit of over seven hours of massages and I've already paid for. ME would NOT allow that, I pointed out if you don't allow it I will leave and never come back even though I've been paying monthly for multi year. You're going to lose my money either way but if you allow my account to be hibernated instead of losing a happy loyal Customer you will beginning an angry ex. I asked tospeak to the owner's, it was ignored. I lost seven hours of credit, BUT I will NEVER come back, and yes I will only say negative things from this point on read more

Please stay away from Massage Envy. My wife and I have been longtime members of the monthly message club. Due to the Covid-19 pandemic we have been unable to get a massage as we have contacted them numerous times to determine what the MERV filtration value is if their air system. The only answer we get back is they are not able to determine what the value is. Apparently they don't really care about retaining customers or have the customers health conditions in mind or care for their wellbeing. Per doctors orders we are still unable to utilize their services too date. We have been charged for sessions that we may never be able to use. Some of which date back to 2020. I have contacted the franchise management team to seek help. They only tell me that each franchise is independent and follows their own set of rules. We have discussed terminating out membership as we may never be able to utilize the "banked" sessions. We would cancel our membership but if we do that then after 60 days they become useless. One manager even suggested that we should gift them to a friend or family members. Our next step is the Attorney General .PLEASE SYAY AWAY FROM MASSAGE ENVY AT ALL COSTS. read more

Great place. Not sure about this location, but overall great pricing and people are good...in all areas.

I'm pregnant and fell the morning of my facial appointment. Called doctor and they told me to rest at home take Tylenol since I had pain and had a headache from fall impact. Called massage envy to explain and they took a massage from me since it was same day cancellation. No one asked -are you ok? No oh my gosh, I'm sorry to hear that! Just cold and rude. Would they rather I come in and have something happen to me and my baby? Asked for manager to call and no one called. I have been a member for years and years and pay for my mom as well but I will be cancelling my account. Their loss! read more

I love this location. I had a membership for a little over a year, but had to stop it due to finances. It was $50/month for either a 60 minute massage or 60 minute facial once a month. Students loans kicked in so ... I decided to use that $50 elsewhere. They have an online booking system, which is super convenient. I've gotten fantastic facials here from 2 different women. Robert usually did my massages, and he was always great. I have gotten massages from other therapists that weren't that great unfortunately. Front desk is always super nice, and no one is pushy about making you buy things. I feel like the prices are decent, though I'm sure Groupon could offer a cheap service somewhere else. read more

Over booked me for an appointment with no compensation. I saw on other reviews that it is very common of them. read more

message envy im pittsford was Amazing!My daughter and I came for facials that were 60 minutes and totally relaxing. They called us from our car when it was clear to come in and were greeted by a cheerful staff. Our temps were taken and we did a short i pad fill in about our skin care needs or allergies. Our rooms were dimly lit and warm table was sprayed with soothing lavender. I highly recommend them, we came out feeling relaxed and our skin felt very good! They do try to up sell you on products but with no pressure. We will go back again in the spring for more rejouvanation! read more

Was a member for over a year - initially had an excellent therapist who listened to what I wanted and had full 50 or 80 minute massage times. When this therapist left I tried to find another therapist that was as good and went through several. The therapist didn't listen to what I wanted focused on and my massage were being cut short repeatedly by at 5 minutes and once 15 mins short on a 80 min massage. That was the last straw and I dropped my membership. read more

Well, this was just ok. I thought the experience was fine, and they did a good job. I liked how there was a consult in the beginning to address any particular needs and problems. The price was also fair, considering that massages in general can be quite expensive. What wasn't fair was that the 1 hour 30 minute massage we booked only lasted 1 hour and 10 minutes. Maybe they count the consult and the "debriefing" at the end in the time, which is completely NOT the way to do things. besides, they offer a 30 minute massage, which all things included, should only last a few minutes. This is unlikely, which is why I feel cheated. Apparently, other reviewers experienced the same thing. The atmosphere was good enough, though they do feel like more of an "express" place than they do a "relax" place. It makes sense, considering they try to do a lot of regular repeat business. I think they focus more on a clientele who needs a massage, not just wants a massage. Overall, it was a good experience. It's just that they didn't give the full-length massage I paid for, and because of that, I am leaving this a two-star review instead of four-star. DO NOT cheat us on the cost or delivery of service! If they're going to shorten the massage, they should tell you. If you're going to pay that much for a massage of that length, you might as well go to a regular "relax" place and get one. Shear Ego down the street charges a little more, but is probably worth it since Massage Envy doesn't do the full time. read more

I'm gonna be super honest. I really enjoyed my massage but I didn't enjoy the aggressive sales techniques used by the company. I felt uncomfortable when my LMT started trying to sell me a membership during my massage. I also felt a little uncomfortable when the front desk associate sat me down after my massage to try and sell me a membership. I want to add in here that both people I dealt with were nice and very personable. Obviously the company requires them to sell memberships, so I don't blame the employees at all. But I think Massage Envy should keep in mind people come there to relax and don't want to feel pressured. read more

Not able to make an appointment for 8 weeks..therapists leaving, no option other than going elsewhere. But still bill me. Manager of no help. read more

Wow, looks like I had a very different experience than the other reviewers on here. This place was very close to getting 5 stars (definitely a solid 4.5) but the pricing ended up bringing it down a little bit. I have a long history of back pain and have had my fair share of massages. I went to Massage Envy after returning home from a trip with not-so-great beds and had a lot of lower back pain from it. I chose Massage Envy after hearing an ad about their discounted prices for first-time visitors. I scheduled a therapeutic massage (not relaxation or deep tissue) and they were able to fit me in on the same day. The space was nice, not too hippy-dippy, but very clean and comfortable with a comfortable massage table as well. My masseuse was excellent, able to find the trigger points in my back that were causing me problems and able to apply enough pressure to make them feel better. Immediately after the massage, I was already feeling better, and by the following day, my back pain was essentially gone. The experience was so good that I even briefly considered signing up for a membership here... but I have better things to do with $59 a month and in the end, I think I would return only if I was having more acute problems again. The price that I paid was excellent, $39 for a 60 minute massage. They have a membership that as I said, is $59/month and includes 1 massage every month with $39 additional massages beyond that. For non-members, it's $79/60 minute massage after the first visit, which is on the pricier side. Tips: this place is worth it if you're looking for a therapeutic massage and have actual pain that you're treating. If you're just looking for relaxation, I don't think the price that you're paying here for a return visit is worthwhile. read more

All they do is rub and caress you.. if you have a sore body and want a nice deep tissue massage.. sorry this is not the place.. the representative just kept trying to sell us packages deals after I repeatedly said I'm okay..I paid 40$ for a massage at another parlor and really was satisfied .. for their prices you'll think someone would be walking on your back..bad experience I paid for a massage not a body rub read more

Sometimes when I read reviews I try to figure out were they at the same place I was. This is one of those times. Visiting in Rochester. When I'm on vacation I always try and get a message. My daughter referred me to where she likes to go but they were booked. I've been to Massage Envy in Florida so decided to give it a try. Absolutely fabulous massage. I had Russell. Professional, just the right pressure and two days later I still feel great. I also got a membership. They did not give me a high pressure sake because I'm from out of town but I have had that in Florida and didn't feel the urge to get the membership. This massage was so good that if I can get that in Michigan where I live it's going to be worth it. There is a massage envy on my travel route and a friend lives a certain operator in Northville MI so I think I can. Massage Envy Pittsford you have made a believer out of me. read more

Horrific establishment consistently signing up new memberships that they can not fulfill. They sign you into a contract they know they can not fulfill forcing you to schedule massage appointments months in advance to only cancel them the day prior to the appointment. Spoke to a employee we knew that worked there that said the establishment has high turn over due to only offering their therapists $15 per massage which results in not retaining employees. They call and just say therapist is no longer available days prior to the appointment. When trying to cancel the service they refuse. Stay far far away from this massage envy location. We are currently working to put a stop to this locations business practices. All massage envy pittsford clients that have experience the same issue please feel free to reach out for support getting your membership canceled. read more

My massage by Robert was fantastic. he was thorough, educated, and targeted all of my needs. My only issue with this place was how concerned they were with making a sale off of me. From the time I booked my appointment, I was asked SIXTEEN times during a one hour session by numerous employees, to become a member. That got super annoying and make my experience less valuable. read more

This was a great visit! Everyone was extremely friendly and helpful. Yasmin was the one who did my massage and she was great. She listened to my problem areas and really focused on them. I left feeling relaxed and refreshed. I would definitely go back again. I will say that if you're looking for a spa experience this is not the place to go. The prices are reasonable compared with other spas. read more

If I could rate below one star, I would. I scheduled appointments for a group of people/members weeks ago and then received a cancellation notice for one of the slots. Massage envy was unwilling to find a replacement therapist for the session. I told them I would look into alternatives and might call to cancel the remaining appointments. I then decided against that and called just to reconfirm that at least the remaining appointments were still on. Massage envy then told me they canceled all appointments because I supposedly asked them to. This is not true and absolutely outrageous. The majority of us are massage envy members and I am certainly not going back. What I will do, however, is to look into canceling my membership prematurely and inform corporate and take this one level up. read more

After a so-so 48 minute massage, I questioned why my "60 minute' massage was cut short. I was informed that the massage is 50 minutes with 10 minutes to undress/dress. Nothing I read or was told earlier indicated this and I felt tricked. I'd rather pay a little bit more and get the 50 minute massage at The Del Monte--at least they are truthful about the length of time of the massage. Not coming back. read more

This is the worst run franchise I've EVER dealt with. The staff, although friendly, is completely incompetent. I became a member two years ago after a great massage. I signed up thinking it'd be great to use on a monthly basis. I then moved to PA and didn't have any locations near me, but regardless, they wouldn't cancel my membership. I had to pay an entire years worth of membership before I could cancel. And then when I did call to cancel, I was informed that I wouldn't be able to use any of the year's worth of massages that I had paid for upon canceling - I had used maybe 2 of the 12 massages. Since I raised hell over that, they said they'd cancel it but give me a 6 month window to gift the remaining massages to my friends to use. Then I come to find out that after the 6 months they began charging me again. When I called, they said I hadn't ever completed a cancellation form. No one ever mentioned this before, which I explained to them. I thought I was over and done with this mess. The manager refused to rectify the situation and didn't refund the money. There are SO many better companies to deal with. I've dealt with Hand &Stone massage, for example, and they've been great - even about canceling. Beware - becoming a member is not worth the time or hassle. Take your money elsewhere. Customer service is NOT a top priority for them apparently, and there are plenty of far better options out there. read more

My spot is for next week and it will be my first one! I am excited because I've seen great reviews! My only issue so far is how difficult it was for me to get an appointment. I've tried several times over the course of a year and just today got to confirm my massage day (yay!). I really liked that they ask if there is a specific area you want them to work on. You have to give them your debit or credit card info to reserve your spot and they will charge you if you don't cancel early enough. I will be back with an update! read more

Imagine for a moment the most fantastic massage you've ever experienced. The lighting, the table, the price, the whole package. Now imagine making that a corporation is doing it en mass. That is this. I thought and still think that 60 dollars for an introductory 11/2 hour massage is a fantastic price. But they spoke so much about customization and then I got what felt like a cookie cutter massage. There's a sheet you fill out when you get there that asks about all of the pain that you are experiencing and the reasons for your massage and they ask the desired intensity of your massage. I took the time to fill out because I figured that would come into play at some point but then the receptionist sits down and asks me literally every question that was on the sheet- maybe she could have just filled it out instead while she was asking the questions. So then I get in the room and the masseuse informs me that she only does light to medium massages, so the deep massage that I had requested several times on sheets and in booking the appointment couldn't actually happen. Aside from that the facilities were clean and well kept but there is nothing about it that feels spa like. It's very sparse and smells of nothing. You have to pay the ten dollars extra I guess if you want a fragrance because then it's aromatherapy. To the individual masseuses credit- Jaslin gave a great massage for what she could do, she focused on painful spots and I didn't have to tell her what she needed to do she found the pain and worked it out. That being said I like a massage where when I get done and I feel like I'm melting. This was more like relief from local muscle tension. It was the first "light/medium" massage I've ever had and hopefully the last. read more

Beware when buying a gift certificate! I was taken. I gave my husband a gift certificate for his birthday. He went and got a deep tissue massage and told him it would be $68 for the service. He told them he had a gift certificate, they ran it through, kept the card, and told him he was all set. The problem is I gave him A $100 GIFT CARD!!!! On top of that they tried up selling him to the massage club afterward. Nothing kills the relaxation like having to ward off a full court press sales attack. read more

Most massage envy massages seem the same to me. However, both times that I've been to this location, Alfonso went out of his way to be curious. He even offered to check me in while I waited in the lounge (computers were all being used at the time, beats waiting in line). I still have reservations about the "60 minute massages" that always seem to start a little late and end a little early, and I would prefer M.E. would just label it a 50 minute massage... But that's an issue with every Massage Envy. This location is a cut above the rest in my opinion. read more

Better off going to an asian massage, many to choose from in Rochester area. This business is not about quality massage. It's more about selling membership. My one and only massage here was not relaxing. Therapist was not well trained or was just out of school. After telling the receptionist I often visit an asian massage parlor in hennereti, she made a comment of " ew" clearly thinking they are better then other spa's. Wishful thinking on her part. It was a gift certificate from Christmas so I'm only out the small tip. read more

I wish I could give zero stars. This is the most unethical and horrible company I have ever had the displeasure of dealing with. They lie and will tell you it's easy to get out of contract or put a hold which is not true at all, don't be duped. They make everything super complicated - it's a complete con. And then to try to extort money out of me when I try to cancel my contract is verging on illegal. Why would I pay a company $70 to get out of a contract when I'm not getting a service? this literally makes no sense and to tell me you can't do anything about it is a straight up lie. And You can tell they must treat the therapist horrible - the turnover is insane and you'll probably never see the same person more than once. In the last 3 months I had to switch an appointment at least 3x's because the person I had been booked with left. And they are booking out weeks ahead of time because of a lack of staff. Instead of all the advertising I hear you do maybe spend some money on your employees. read more

What a rip off. I tried to cancel my membership because I moved 50 miles away. I have not used the service in 6 months and my account was suspended. Then Massage Envy re-opened it, charged me $50, and will not close my account unless I send them a written form and $50. I am the customer. They are treating me like I am a criminal. This is the worst kind of customer service.. read more

I love this place. I would like to join the wellness plan soon where you get a discounted massage every month and they take the funds out of your bank account every month. It forces you to stay healthy and stress free. It's a sweet deal. read more

Had my first massage at Massage Envy on Sunday. They have a nice new, but a simple no fuss facility. Monique took a few minutes to understand my needs and addressed them specifically for me. Your first massage is only $39! I felt so much better afterward and will definitely return soon. read more

I have been with Massage Envy since it opened in 2010. I am so happy I joined. I look forward to my once a month relaxation massage. The therapist also has addressed many issues during my massage: back and shoulder pain, hip and foot pain. I leave relaxed and in much less pain when I leave, I also like the fact that I can take advantage of extra massages or facials during the month for a discounted member price. The front desk staff is professional and welcoming. They are helpful in booking appointments for you and go the extra mile if you need to come in on the same day you call. I have referred several people to Massage Envy and they have ended up joining. The staff does not do a pressure sell after your first appointment, They make it a comfortable situation with a yes/no option to join. You will not be disappointed if you take advantage of this wonderful opportunity (with 4 different locations for easy booking and convenience) to pamper and heal yourself at least one time a month! Sheila E. read more

The therapists are fine but DO NOT ever get a membership to this place !!! It's nearly impossible to cancel. I moved out of town and found the nearest Message Envy to be to far away. One time I drove the 30 min for an appointment to be told that my therapist hadn't shown up for work. Another time I was halfway there and received a call cancelling my appt. Back to Pittsford. I called on 3 separate occasions to cancel. Each time they told me that I needed a form to cancel. A form ?? Really ? I've never needed a form to cancel anything ! Well, they never sent one !! Three times !!! Their fax number is not in service and they don't return voicemail !!! DO NOT fall for their tactics !!!! Go with an independent !!!!!! read more

Awful massage. Deep-tissue massage was weak. I had a gift card and when I went to check out they told me I had no money on the card. Turns out that there was money on the card and they were wrong so they are refunding my card. You'd think to comp this awful experience they'd offer a free massage by letting me keep my gift card and using it for a future massage. Nope. They are giving me an introductory rate of $50 a massage next time. Like I'd want to go back. On top of that they schedule another appointment on my behalf and tell me it was made in November, when I didn't receive a gift card until the second week of December. How does that make sense? I am almost glad they didn't comp me so I don't have to deal with this again. I'll never step foot in a massage envy again. read more

Customer service is crap. Nothing, but issues since got a membership. They push how you can use your flexible spending to pay for your membership, but you have to jump through hoop after hoop after hoop to get it approved with your flexible spending. They never allow you to cancel membership no matter what issues you have and don't care what empty promises or lies their employees tell you to get you signed up as a member. Once you get your payment with fsa finally set up then they constantly call having trouble processing the payment. Saturday I received a call saying just that and that they were going to cancel my appointment for today, Monday, if not resolved by close Saturday night. I called them back furious since always get these calls and then it ends up going through, so told them to run it again and hung up. Now they taking my built up services to cover my appointment because I didn't show up since I was not told if payment went through or not after that call. Spoke to the manager, supposedly, and they don't care that their employees messed up and didn't inform me. Even admitted I should not have gotten the call anyway, but person was new. However, you still being charged for missed appointment......really that great customer service when you messed up, but I still paying for your mistake!!! All they care about it stealing everyone's money. Don't get a membership or deal with this company on a regular because you will highly regret it!! read more

I have been with them from the beginning. I am signed up at another massage envy in sc and use this one in the summer. I have never had a problem and met only extremely competent massage therapists. The front desk staff changes often as do most front door staffs. The most important element here is the quality you get! Of course this is a club! You know that going in so do not be surprised when you are asked to join. Yes or no . It is up to you !!! You are missing out if you do not have at least one massage there! read more

I'm surprised by the other comments- my experience was great. I had some bad sciatic pain and the therapist was able to give me a deep tissue massage that really helped. All spas "deduct" time for you to undress etc.. but I feel I received a very good massage at a great price. read more

Very poor experience. Scheduled a couples massage well in advance. Got a call less than three hours before the massage letting us know they were canceling our appointment because they were short-staffed, yet they could offer one of us a massage. As a business professional, I understand staffing issues; however, there was no customer service at all. No offer to make it right, no nothing. I also understand that businesses should have plans to call-in people to adequately staff their business. Now, we have to pay our babysitter for the time we planned on having her watch our child because the cancellation was such short notice. And, we're stuck with gift certificates that quite frankly, will never be redeemed because of the poor service. read more

I went here because I received a gift card for Valentines day and really needed a massage. I got a deep tissue massage and felt really good during the massage but I have been in pain for days afterwards. Previous to my appointment, I had another appointment that I had to cancel due to illness and was told I would be charged a percentage if they could not fill the spot. Luckily they were able to, but I think that this policy should be somewhat altered. I work in the salon/spa industry and I understand why such policies exist, but most places have no penalty the first time a guest cancels and then charges for the 2nd time. Emergencies and illnesses sometimes happen last minute and you shouldn't be punished if its not frequent. After my massage I was given water and then an associate tried to sell me a membership to the location. She wasn't aggressive but I could tell that they push this on everyone which is kind of annoying. As a first time guest you can get a massage for $39 and a facial for $49...I wasn't aware that you have to receive the facial on the same day as the massage to receive it for that price so now If i want to go back I will have to pay almost double...they really should have brought this to my attention when my massage was booked. The facilities were nice and the room and bed were comfortable and relaxing, I probably wouldn't go here again because full price is expensive. read more

I had a monthly contract with Massage Envy in Pittsford, New York. I've been with them just over a year and I have had no issues or customer services complaints until now. I have now cancelled my membership and will be sure to let others know of the horrible customer service I received. Last time I had an appointment I scheduled my next massage upon leaving. I have only had massage services. I have never had a facial. The day before my most recent appointment I received a confirmation phone call. However I was told my appointment was scheduled for a facial. I explained I did have an appointment scheduled, but not for a facial. I scheduled a massage. The employee told me that it was impossible for me to have an appointment with the therapist I usually see because she was booked. She told me that I scheduled a facial. Her tone and attitude were such that she appeared to think I was mistaken about what I scheduled. I was taken aback by her tone. She asked if I wanted the appointment for the facial. I said no. I did not schedule a facial. I do not get facials at massage envy. I will call back to reschedule my massage. The next day I received a phone call that I missed the appointment for my facial. I explained that I never had an appointment for a facial. Further, I told the person the day before that I would not be coming. This employee told me that she would, as a courtesy, not charge me for my missed appointment. I informed her that it is not a courtesy it is a double mistake on their part. She continued to imply that I scheduled a facial. I confirmed the appointment and now I did not show up, but they will not charge me. At this point I asked to speak to a manager. I got the customer service manager who had obviously discussed this with the other woman and she had the same attitude that I somehow made an error, but I was not being charged. I asked to speak to someone above her. I was given the regional manager who informed me that I could not have booked a massage, because my therapist was already booked at the time I scheduled; therefore it was impossible for me to have scheduled a massage. At any point all someone had to do was to acknowledge an error had been made in the original booking, but instead a series of employees thought it was better to blame me for the error rather than apologize and move on. I was not upset with the original error. Mistaken happen, as I said repeatedly. What I did not appreciate was the unsaid accusation that I made the mistake. I was upset with how I was treated by all employees right up to the regional manager. Judging by the attitude of the regional manager I can only assume that customer service is not paramount within the culture. I will never do business with this company again and I will warn others who may. It's a shame because the massage therapists I had were very good. However, when you can't trust that you will be treated fairly and respectfully, it is better to stay away from such as business. read more

I had a massage at the Greece location with an amazing therapist ... so of course, she has moved on. I went to the Pittsford location to see a new therapist - mediocre at best. I had a foot scrub add on - and would have skipped it for a longer time for the massage which - again - you are cheated on time. It started at 3:14 and ended at 3:40 with 10 minutes for the scrub. I received no check out AND for my $ - the massage was just not what I have received in the past. You could hear noise in the hallway. I have spoken to the spa manager about the sub-standard experience only to be told that I can come back at the intro rate. So I can spend a total of $100 for 2 massages, I may have considered one that was gratis since this last one was awful. My husband got me a gift certificate to this place - I told him to give it away. Contacted corporate, only to be called by the manager again - for what I am sure is the same offer. Done. read more