I booked an appointment the night before using the Massage Envy app because apparently I still believe in miracles. I showed up the next morning with my ankle and Achilles on fire, ready for some relief, and was greeted with, "Yeah, we don't see your appointment." I showed them my confirmation, and they said, "Oh, she called out sick this morning. We left you a voicemail." And to be fair, they did. I was ten miles into a run when it came through. By the time I showered and limped in, I hadn't checked my phone yet. So there I am, standing at the counter, half-broken, having to ask if maybe there was another opening. Sure enough, there was. But I had to coax that solution out myself like I was the manager on duty. The good news is that the replacement therapist was phenomenal. One of the best massages I've had there in a long time. The bad news is that the technology experience is a mess. The app loses bookings, communication feels disorganized, and now tipping happens through some random third-party platform that seems designed to make things harder. I genuinely like the people at this location. They're doing their best inside a system that seems determined to sabotage them. Three stars. One for the therapist, one for the effort, and one for my newly rehabilitated Achilles. read more

This place is just terrible. I have gift cards that were given to me for massages when I try to call they put me on hold forever. It's almost like they want me to hang up. Now that I'm reading all the other reviews, it just seems like this place is not being run properly. Maybe there's another location I can go to. I'm not trusting this one to have good service and good front desk service. read more

I have had a membership for over 4 years. I do not use it anymore as when I book , I get rescheduled more half the time. I needed to cancel, I filled out the required paperwork but apparently the manager - Dennis needs to talk to you before completing the cancellation - Stupid rule as I have waited for his call and have tried contacting him for the past month without success. I was charged another monthly membership due. It's been over a month and still no contact from the manager to complete this membership cancellation! So frustrating! read more

I cancelled my membership within their 10-14 day window and still got charged for the membership fee 2 weeks later. They make you go back to the original store you signed up at, even if you MOVED, and fill out the paperwork. The manager of the store is supposed to sign the bottom to finalize. I was told their manager Beverly was not in that day and they assured me it would be put on her desk to be reviewed when she came in the next day. So tell me why I called the store today questioning the charge and they tell me they've been having problems getting Miss Beverly to do her job and look at the cancellation forms!! ITS BEEN 2 WEEKS and nobody is doing their job?! Front desk told me they've can't give me a refund and gave me corporate # to follow up with. THIS IS RIDICULOUS. read more

I have asked this location for 6 months to cancel my membership, signed paperwork, called and gone in person to request this and they continue to charge my card without my permission. Several reports from other customers of the same problem. This place is a SCAM!!! read more

They don't answer the phone. I lost connection speaking with Beverly and when I called back no answer. I left a message almost an hour ago and no call back. I called again and it went straight to voicemail again. They might as well put your available massages online and automate everything. You cannot tip in store without cash, they have an app now. Long story short, the front desk staff basically does nothing that couldn't be done online. They only positive: Kevin is great and if not for him I would Never go to this location. You have much better service at the location on Signal Butte or San Tan Village! read more

There is no place I despise more than this one. The service itself is fine, but everything feels overly corporate, and the poor front desk employees are practically pressured into pushing memberships--at outrageously high prices, I might add. No experience I've ever had with management could make me raise this rating; it's without a doubt the WORST location I've been to, and that falls entirely on management. Specifically, Tracy, who looks like she goes on a power trip every time someone does something for her. In summary, DO NOT GO HERE!!!! read more

A little pricey didn't think the massage was that great but not the worst either. Front desk is nice try to up sell you after the massage

I have been a member for MANY a years. Lately I can't book a 90 minute appointment until 2 months out. The hold time on the phone is awful and I can't book on-line since my email is registered but not accepted. Very frustrating! I have several months paid in advance and can't use them! I work, so evenings and weekends are needed - is that too much to ask? The next closest is 30 minutes away. If I could use up my pre-paids, I would cancel. read more

I love this Massage Envy! My favorite therapists to see are Jen and Chelle, they are amazing and SO relaxing! The assistant Manager Alyssa is always so helpful when I have questions about my membership and you can use your membership for facials too! read more

I've been trying to cancel my membership since November 10. It is now December 17. I had a feeling it would take an act of God to get out of this membership, and I was right. I have been there in person to cancel twice, called 4 times, and have also left 1 voicemail (which I recorded). I have been told every single time that, "the manager will be in tomorrow" or "the manager is in meeting and they will call you back" or "I'll check with the manager and I will call you back". I have not received a single call back since I began this cancellation journey. I gave them the benefit of the doubt and thought well hey, maybe my membership IS canceled and I won't get charged for December. But sure enough, I was charged for December, even though I canceled the membership November 10. I filled out a "cancellation form" in person mid November, and I could tell it was just something printed off the Internet. It had questions like, "what did you do to try to convince the customer to keep their membership?" Reasons for canceling said membership: 1. The therapists call in sick a lot, and sometimes when you show up for your scheduled appointment, that's when you find out you no longer have an appointment. 2. When you try to rebook a canceled scheduled appointment, it is for a month or more out. 3. One time, I got a notification thanking me for booking an appointment, which I did not book. I wasn't even available that day, and I didn't even know the therapist. When I called to tell them that I never booked that appointment, they blamed me for supposedly not knowing how to use the app. 4. I don't typically book through the app because somehow they have no record of the appointment, even though I HAVE AN EMAIL CONFIRMATION OF SAID APPOINTMENT after booking through the app. 5. Customer service sucks, & front desk turnover is high. So NOW, I have to go back up there again in person to try to cancel this membership, AND get a refund for December. I can only imagine that the manager will not be there and no one will have any idea how to handle this. And I bet it'll take months for me to get a refund for December. Zero stars. read more

I had a great experience and wonderful therapist! I will continue to see James for my deep tissue massage sessions. He is kind and caring and an excellent therapist! It was such a pleasant experience and James is top notch and excellent at what he does! The staff is also very friendly and helpful! read more

I have a membership that will be cancelled once I use all my credits purchased. Very bad customer service. When I pay for a 90 min massage, I expect it and not a 75 min message. The therapist was late to get me and he ended the time that it would have ended if I was brought back on time and not late. And when explaining it to the office worker, she just said oh, I'm sorry but didn't offer anything to correct the situation or refund time I don't receive. This is now twice I've gone and have been shorted time read more

Horrible business practices, predatory at best is how I would describe the membership. You pay for a membership and they charge you more if you want to pause and still use your membership credits. If you pause and don't want to pay more, you cannot use your credits. You cannot share your credits either, say gift one to a friend who may be going through something or for a birthday without also paying a fee to transfer the credit you ALREADY PAID FOR! The therapists at this location are meh at best and leave you sore and stiff at worst. Good luck getting an appointment time that works for you. This is a HUGE scam, buyer beware. read more

place is difficult to get an appointment that can last they tend to overbook and under deliver highly disappointed with their level of professionalism. My husband and I have made several appointments that have been canceled only to hear I'm sorry. They never come an angle of resolution. This Massage Envy location needs to do better. read more

I bought my husband a 60 minute massage for his birthday. He made an appointment and asked for a massage therapist with a medium touch. When he went for his massage the massage was very light and the woman only massaged his back. She did not massage his shoulders, neck, arms, legs, nothing else besides his back. He was disappointed in the massage and he was also disappointed in the fact that he could hear everyone around in the other rooms. He left feeling more tense rather than relaxed. He was very dissatisfied with the massage and so was I as I bought this as a gift for him. He said the staff was very nice and the location was clean, just not what we were expecting for a $80 massage. read more

Terrible business ethics. I really hope corporate knows exactly how terrible this facility handles their clients. Even after physically handing the paperwork to the manager of the facility, to cancel the membership, I was still charged. I didn't even use the last two months of my membership because of the terrible service. I made it very clear that they were to charge me for the final two months and cancel the account (paperwork physically handed to them) and I was given all sorts of attitude by the front desk staff because of this. Instead of asking how to make their customer service better, I got an eye roll..... Mind you, this is after I gave them the benefit of the doubt after I was treated poorly (and had to speak to a manager in order to not get charged) for canceling an appointment in less than 24 hours because I was in a motorcycle accident. Do better as a company. This store is garbage. read more

Excellent costumer service. Last week the massage therapist could not make it to my session and it was an inconvenience but the ladies at the from desk made every effort to provide me with what I needed. I recommend this location and I have been a member since 2010 in Scottsdale , in Katy Texas , in Chandler and now In Queen creek. Just choose the best therapist for you. read more

I've been a member for a long time. I'm currently paying for membership and struggle to get appointments since Covid hit. I get that Covid has really hit a lot of businesses hard, but if I can't get appointments, the membership is useless. If I cancel it, they steal all the credits I have on account because I've not been able to get appointments. The staff is often rude. Today, the person I spoke to suggested a program where they would charge me $20 a month and I could use my credits. She said they have you book out all your credits. I told her at least four times that my schedule doesn't allow for that and she kept insisting that "people" find this to be best. I finally had to tell her I don't care what people find works best, I only care about what works for me. Nothing irritates me more when someone tells me what would work best for me. It's a shame this has happened. I used to love having regular massages and facials. I'd consider very carefully before entering into the membership here. I would absolutely not recommend it. read more

Best Massage Envy in the valley! I would recommend for everyone to try this location for their next massage or facial!

Massage therapists are good (with the exception of a few who take you back late due to their fault, not yours, and don't give you back the time they took) but the front staff is horrible. They used to be good last year but something has happened. Not sure if it's management or what but my husband, my daughter, a couple friends I have, and I have all had issues as of late. Finally leaving a review because I just heard someone else complain about them. There is one girl (no idea of her name but she's got glasses and a nose ring) who talks to you like you're stupid and like SHE is doing YOU a favor by allowing you to do business there. Never had an issue with a Hand and Stone though. Only good thing about that place is David F. Or I wouldn't go back. read more

I have seen 3 different massage therapists with the hope that they could help me with the stress knots in my back and neither have been able to help; in fact I have come out of there feeling more in pain than when I initially went in for my massage sessions. I would not recommend Angel, Taylor or David. They do not listen and this last session with David, I paid for a 90 minute session and only received a 75 minute session. It would be awesome if they started on time and provide the full session, considering how much they charge!!! read more

what ever you do, do not sign up for a membership! I found a massage therapists I liked and tried booking him out for multiple massages so I could use my membership. They ended up canceling 3 massages with me and him! I got no refund, just a sorry try and reschedule. but if you cancel you will be paying in full. Iv honestly had a bad experience everytime with the front desk people! The massage therapists are kind. but everyone else is a nightmare to work with! I really highly recommend to find a local therapist and skip this monopoly of a buisness read more

Taylor is my massage therapist and she is amazing. Facility is clean and calming always leave relaxed and refreshed.

This is an update to my previous 3 star review: I want to first start this complaint with informing you that we've literally had issues with this location since July 2017. My significant other is a member, I am not. Hence, the reason we still visit the location. We will be canceling his membership after yesterday's ordeal. Since July 2017, my partner and I have had issues with transferring his membership from his home location to this location. Every single appointment he has booked for us has been incorrect in some form. On two separate occasions we requested female massage therapists for our 90 mins couples massage, both times we received a man and a woman. Yesterday however, tops the cake. My partner made me an appointment for 6:30 on Monday evening for a 90 min massage as always with the request of a female massage therapist (as always). The receptionist books the appointment and request that I get there by 6:15 because Mondays are really busy. No problem! I walked in a few minutes before 6, everyone looked occupied, no one said nothing. I sat down. A few minutes later, a woman walked in and 2 people asked her if she's here to check in. Awkward? They check her in. I then walk to the desk, the receptionist then says, are you checking in? I said yes, I'm Erica. I have a 6:30 appointment but was asked to arrive around 6:15. She looked up my name, said you're all checked in you can relax in the waiting area for someone to call you. I did! It was crowded. There was only 1 seat available in the relaxation room when I walked in. I sat down for 3 mins (maybe) before the massage therapist, Jordan called me back. I said WOW! That was fast, it's not even 6:15. He escorts me to the massage room. Exactly 60 minutes later, 7:02pm he's done and says I'll be waiting for you outside. The minute I got dressed Jordan was on the outside apologizing for the mistake. He said, "I'm so sorry. I apparently had the wrong Erica. Your massage was for 90 minutes, the other Erica was for 60 minutes. We can try to get you scheduled for your last 30 minutes later this evening". It's already 7 pm and 10pm is closing time so that wasn't going to happen. This was beyond frustrating and the last straw. I'll never return. There seems to be a serious case of neglect from people that work there which goes along with my Yelp review when I said it's like a strip mall massage place. Nothing individualized, nothing special, take a number, get a massage. If there were 2 Erica's schedule for a massage that day with the same or approximately the same appointment time, why wouldn't the folks at Massage Envy do their due diligence and ensure they have the right Erica and the right appointment time. read more

Best massage ever! Highly Recommend Alyssa or Lyndsey. I require a firm massage not the feather touch and they both are amazing at it. Will never go elsewhere. I have and were disappointed every-time. read more

Appt was for 1:30 wasn't called back until 1:45 and massage started at 1:50. Massage was supposed to be 1 hour and Alex was finished at 2:34. Cut 10 mins off my massage. The "relax" room wasn't very relaxing when you can hear staff talking bad about customers. Go to massage envy in Gilbert off of Williams Field they are fantastic there! read more

Unfortunately I called this location today to schedule massages for my husband and I with the credit that we received from our last horrible experience. I was contacted directly and offered a credit that I was told would not expire. It has been some time, however there were no notations in my account as promised. I know they've been through significant ownership/management changes but today solidified they've completely lost any opportunity to rebuild trust. I was a ME member for many years but had so many issues with this location that I cancelled my membership. Today was a reminder to never look back. read more

I was recently turned away DURING my scheduled facial because I admitted to having used a small amount of topical antibiotic on my face, and apparently this is against their policy. I don't object to their policy, but they have a responsibility to advise their clients of the policy prior to the appointment. Had I known, I wouldn't have taken time off work and uselessly paid for a sitter. Terrible communication. I scheduled another facial and was told by the receptionist that the appointment was at 12:00. On the day of the facial, I was called at 11:00 to be advised that I had missed my appointment and that I was going to be charged as a no-show. When I explained that I had been told the wrong appointment time (I even have the appointment card as proof), I was told that that didn't matter because I had responded to their confirmation texts that had said 11:00. When I asked if there's any accountability on Massage Envy's end for advising me of the incorrect appointment time, the employee refused to answer my question and just repeated herself (for the third time) stating that I was responsible since I confirmed the text. This Massage Envy location has communication problems, which cost their clients time, money, and general irritation. And their customer service is just as lacking. read more

Being nearly 2 months postpartum, my body always feels like it is desperate for a massage. I received a coupon for a $65 massage at Massage Envy as long as it was my first time. Then I realized, the coupon didn't really matter because anyone's first time is $65 for a one hour massage. I was able to make my appointment easily over the phone at the local, Queen Creek location. Parking is available outside in the lot. Prior to coming in, I had received a text message with a form to fill out regarding COVID-19. I filled it out and signed it electronically. When I arrived, I was greeted by the receptionist who had me fill out a questionnaire on an iPad. She also had me go through what was bothering me and what I wanted to focus on during my massage. After filling that out, she brought me to the waiting area and said my massage therapist would be with me momentarily. It was kind of a long wait. I thought my appointment was at 12:45 and it was already 1:15 and I hadn't been seen. I went to the restroom and when I got back my massage therapist, Alyssa greeted me. I had asked her what the delay was and she said they usually call people in a half hour early to fill out paperwork, etc. I wish I could've done that before hand, because I have a newborn at home and I didn't have time to wait around. Then, I had to explain everything all over again to my massage therapist Alisa. I wasn't sure why the conversation from before it wasn't communicated to her. I wasn't happy with the process of checking in, but once my massage started I relax and enjoyed it myself. Alyssa was great. We chatted for most of the time, yes I am one of those clients that likes to talk during the massage. I don't know why. It takes a strong person to get through the nights and tenseness in my back. She listened and concentrated on the areas that I needed work on and I didn't feel a lot better when I left. She went over after care with me and let me know that I might feel a little beat up the next day. I told her to put on all of the pressure. I actually felt great the next day and if I was to return to this location, I would definitely recommend her! S/O to Alyssa! read more

I had a very special day planned for Daddy / Daughter day. I called and talked to them two different times to make sure they understand the situation and so I could do everything I could to make the day special. We get and they booked her with someone that doesn't massage minors. This is the final straw for me. Between all the billing mistakes, poor availability and low quality, it just not worth it. Go somewhere else, go anywhere elsa. read more

most uncomfortable awkward massage i have ever gotten. i'm not sure if the guy was new or what. probably will not be going back read more

My wife and I were members. At first we got in most of the time. Then everytime we called we could not get in or the massage therapist would call off. We canceled our membership and had 3 massages we could not use we got them scheduled and the COVID hit and we got our appointment canceled. We called when they reopened and tried to get in told us that they might honor them that the massages were expired after a little complaining they told us that it was a privilege that they even honored the massages. So now im out 700.00 dollars.would not reccomend to my enemies. read more

Let me preface by saying I only came here because I have credits that were gifted to me. Otherwise I wouldn't have come based on all the feedback I've received about this company in general. I went online and booked an 11am appointment for my daughter to have a facial. I called to see if there were any 11am appointments for a massage so we can be in at the same time. To my surprise, there was 1 appointment available. We just went to our appointments today and upon arrival, I was asked how old my daughter was. She's 12. Well apparently they have a rule that no one under 16 is allowed to get a facial without a parent or guardian in the room. Well that's funny, didn't say anything about that when I was booking the appointment online. So I told them to cancel my appointment and we can just do hers. Then it became another story that no one under 13 can even get a facial. Again, there was no warning online when booking the appointment. They apparently texted their boss to ask if they could make an exception. The girl checking us in was rude and talking about me to her cohort as we were waiting in the lobby. In addition, the person who was supposed to be doing my massage was extremely happy I wasn't getting one anymore. Unprofessional in front of clients if you ask me. Boss texted front desk girl back and said they can only do an appointment for my daughter if she had a note from her doctor. Again, dumb. We left and told them they should fix their online booking to specify minors aren't allowed. This was supposed to be a time of decompression and relaxation. It was everything but that. Will NEVER come back, especially this location. read more

Therapist doesn't greet you with a hand shake and does not realize you have 2 hours with you and try's to blame his iPad and the aesthetician was not the person I was scheduled to see and she burnt my face...now I have a scab on my face. read more

Been a massage envy member on and off for almost 20 years, but after today it's off for good. I have tons of credits saved up from when I was pregnant and had a new born at home. I booked out multiple massage and facial sessions attempting to use them up. Today I should have had a massage and a facial back to back. My massage was canceled by the company last week due to the massage therapist no longer being available that day. I own a business and when I have an employee out for the day (even when it's short notice) I get someone to cover them but whatever I have things to do so I figured I could use the time. I showed up for my facial only to be told it had been canceled as well because they left me a message and had not heard back. The message asked for me to call back if I'd like to come in for a massage at a later time than originally scheduled and then have a facial the next hour. It also confirmed that they had me down for a facial at 11am. Since I couldn't do the pushed back schedule I assume there was no need to call. read more

I bought the Valentines special in 2020 at Queen Creek AZ Massage Envy. Paid $ 99.95. Because of Covid, I left and went back to Oregon, before any travel restrictions. I just returned and found my massage certificate. It had an expiration date that had expired last month. I called to see if they were honoring their certificates. I was told NO...because they were only closed a couple of months. So they took my money, and because I'm a few weeks over the expiration date...they feel justified in not giving service. CHEAP outfit.....Good customer service would have welcomed me back, and I would have continued to use them. I hope they feel good about taking a retirees money and not even nice about it. Shame on them. read more

Love my therapist and the front desk staff. However their music has been broken for months! Hard to relax as the music is blipping so I ask my therapist turn it off. Then you hear everyone else talking. I've asked about it several times. Each time the answer is "we are working on it with our corporate office. It should be fixed the next tune you come in" read more

After my initial issue I was contacted by Amber and she was wonderful did a great job in correcting the issue. Although the staff had a hiccup it clear the management wants to fix and provide great service read more

Yet again 3 hours before my much needed massage they call to cancel because therapist is sick. They said they tried to call earlier but no missed calls on my phone or voicemail. I know people get sick but it seems to be one thing or another at this location with cancellations in my past dealings with them. With so many other options having movedinn the area it's hard to go back to them. Too bad I have a gift card with them and not another spa. If there was zero stars that's what I would have marked. read more