I have been a member for over 5 years, and have gone exclusively to the San Marcos location. I have had consistently wonderful experiences there. I have never had my appointments canceled. In fact, you can sign up for text messages telling you what is available the next day. Plus their app is very easy to use.Are the negative reviews for that location? If so, I am surprised. I recommend Massage Envy San Marcos CA very highly. read more

Have you ever felt completely unseen, unheard, and just shuffled along to the next manager with zero resolution? That has been my experience with Massage Envy. I've been a member for 3 years, and honestly, the only reason I'm still "a member" is because their policies make it nearly impossible to get my money back. They happily collect about $95 every month, but when you try to actually book an appointment, suddenly availability is scarce. And on the rare occasion you do get scheduled, don't be surprised if they cancel on you the day of. That's what happened to me today... no with any rescheduling just a text message. Now, if you cancel the same day to them, they will charge you for sure!! The most frustrating part is the policy structure. You can't simply cancel and get refunded for services you've already paid for -- money that is literally sitting in your account. Instead, you're told to "use your massages," yet trying to find an appointment feels like jumping through hoops. It starts to feel less like self-care and more like being locked into a system designed to keep charging you while making redemption difficult. After years of loyalty, I expected better communication, better availability, and more customer-friendly policies. Instead, it feels like a revolving door of managers and scripted responses with no real accountability. If you're considering a membership, read the fine print carefully. What looks like a relaxing investment in self-care can quickly turn into a frustrating monthly obligation. read more

It all starts with the incredible staff once you walk in the door! Super-helpful, informative, patient, and friendly. Two of us had 60-minute massages at the same time. Lori and Vanessa worked wonders! They paid special attention to the areas we requested where there was definitely more need. They both had tips for us to try at home until our next visit. Hope we can return real soon! The entire establishment is very clean. Plenty of parking in the lot. read more

You keep cancelling my appointments. Two days in a row I got cancelled by 2 different massage therapists and I've never even been to your Massage Envy. Terrible first impression, extremely unprofessional and unacceptable. I will take my business elsewhere. read more

I called to schedule a couples massage but was told that they did not have anything available. When I checked the app they had plenty of openings, so my wife and I scheduled separate appointments at the same time. Fast forward to the day of and they cancel one of our appointments due to someone calling out. I am only given a 2 hour cancellation notice before the appointment. Even though I am frustrated, I understand that things happen. I attempt to cancel the second appointment since we both could not be seen and was told that they cannot cancel since they can still facilitate one person. So they can cancel one apportionment when convenient to them with no problem but want to charge me full price to cancel the other. The receptionist was not helpful and was very rude. My wife attended her appointment as scheduled. She was greeted by a very friendly receptionist with the glasses, meanwhile another worker argued with a customer (pretty sure the same worker who took the out call earlier). This was our first and last time at this location and we will continue to visit other Massage Envy's instead. Im surprised this location is even open based on all the negative reviews they have. read more

Good masseuse providers. Front Desk not efficient or running well. I called repeatedly on regular business hours to try to reschedule an appointment. Also texted as this was an option. I called repeatedly for two days, nobody answered or return my calls. Somebody texted back and said to call the office, which, of course did no good as nobody was answering. I decided to go there to resolve my issue, only to find out there were three people standing in the Front Desk area chatting. I let them know about the phone, no phone answering issue, and the reply was "Oh, we must have been checking in people!" Pretty lame excuse, as I've called continuously through the morning hours. This is a massage place, people don't come in and out all the time except when they're checking in or checking out. I certainly could've resolved my issue over the phone. read more

Massage Envy San Marcos canceled appointments on me three times in one week and offered no accommodations what so ever. I understand people get sick and have emergencies but to have the person behind the desk offer no solutions or accommodations was upsetting. I suggest you call to confirm your appointments before traveling for your service. read more

Poorly run, mismanaged! I understand that sometimes mistakes happen however, repeated mistakes on scheduling and rescheduling should not be happening! This is not the first time that a rescheduling mistake was made with me and my wife. You will certainly charge me if I don't make my appointment. Just saying! read more

Ive never been to Massage Envy & reviews sometimes freak me out because I'm a germaphobe sometimes. Only have gotten massage on Royal Caribbean & The Waldorf Astoria. I came here because on the app they had Cindy available at 6pm so that gave me time to go after work. So happy I did! Cindy did so great Omg she really knew how to work on my back and where I was really tense w knots! She was kind sweet and we chatted and laughed. She said some ppl like sleeping & others like talking. I really liked her. She's so caring and made sure I was comfortable. I will be sending my mom and husband to see Cindy for their massages. I will also be coming back monthly to Cindy. So happy I chose her out of luck she's a great person & knows how to work magic. My back feels great and I felt new leaving. Thanks Cindy! Also, the bathroom was clean and so were the sheets and rooms. :) read more

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I don't typically leave reviews, but this circumstance was just super unfortunate, and I was met with an attitude that was so uncalled for that I just needed to share. They canceled on me within 24 hours and didn't get in touch with me so I showed up and was turned away. I know that they are very strict on if you cancel within 24 hours they will ding you for it so I asked being that they canceled with me within 24 hours, I asked about what they typically do to make things right. Instead of a genuine apology I received noticed that customers are in contract with them, and they are not in contract with us... Meaning they have no ramifications for when they don't stand behind the service that they committed to offering. There are so many ways that they could've made this right. Whether it's the small $10 upgrade for a future visit or really just anything, but just I'm still so shocked at how I did not get an apology or sincere care, but rather just was told too bad and it's not their responsibility. I'm even more confident about canceling my membership that I've had for around 10 years and going to take my business elsewhere. If you're looking for a massage company that cares and stands behind their word, keep looking... buyer beware! read more

Horrible customer service by manager Joslyn. I bought a gift card for my wife from Joslyn for an hour massage with tip included. My wife went to use it today and they tried to charge her an extra 30$ without tip. I didn't have the extra cash so I had to leave. So they charged my husbands card and additional 150$ for not showing even though I was there. Never go here. read more

Very frustrated, and mislead. As previous members I recently booked a treatment for my wife for Mother's Day. The website is misleading, making no mention non member pricing which is 60% higher!!! The website was clunky, I spent a substantial amount of time trying to book, ultimately requiring a phone call, again not mentioning the exceptional non member pricing. Do yourself a favor and book at a small local message business who doesn't misrepresent their price schedule, not Message Envy. Message Envy you need to be more transparent with pricing or you will continue to lose customers like myself. read more

WHAT WE DO MONTHLY (IN THE SHADOWS) Happy October, the unholiest of months. My favorite time of year to hang the new skeletons and redecorate the graveyard. They call me "Vindimir The Relentless", because I never "relent" (VinT, for short). Also I'm super badass and immortal-- so there's really no need to relent. A few things about me... Have you seen the movie "Twilight"? OK I'm the main in "Twilight". You know the main guy on "Twilight"? That's based on me. My status is: "Nocturnal Undead" with thousands of living descendants. I don't have goals. Goals are for soccer. I'm not soccer. I am just a simple guy who lays in a stone coffin all day long and who doesn't enjoy the sunbathing. Or daytime TV. Or werewolves. My main complaint is that online I have to scroll forever to get to my birth year. I have recently re-discovered my love for lymphatic drainage therapy. The art of skin manipulation to increase blood flow which my 700ish year old body needs. I first received this therapy in 1342 in Greece; then later in the Roman Empire. As a precaution I ask for therapists not named Buffy, Blade or Van Helsing. We often go at 6PM in the nighttime, which is when I wake up. My wife #38 and I get what they call "couples massage". All massage for couples take place in the fancy room. We like this room because it is DARK with no mirrors. The treatment makes me feel like a spry 500-year-old. Our "Familiars" here are Corey, Brindusa, and Alexandra... who always do a great job. The bad reviews here are more about payment contracts, not the actual service. Once you enter into a contract it CAN be difficult to cancel. I am still waiting for my Forest Lawn Cemetery refund which I no longer need. When we are done with our treatment and all of our lymphatics have been lymphaticalized... we are ready for a night on the town. I don my witch-skin hat and we head off to the Sassy Cat Vampire Nightclub to consume some human alcohol beer. For protection: I will now wipe your memories of ever reading this review! {*grey mist*} {*turns into bat and flies away*} read more

The Manager Joselyn sold my Husband an hour massage for $90 with tip included on gift card. I made my appointment, I arrived early to fill out paperwork and the manager tried to charge me $150 for an hour massage. My husband stated that when he was in there getting the gift card she put my information in the system so she should have known that I've been there before. When my husband came in to speak about this in person she stated it was "Misinformation given" and did not take accountability that she made a mistake and then stated even though I was there on time and Joselyn gave my Husband wrong information she was trying to charge me the full amount still due to a No Call No Show. We will never be back there ever and I think you chose a HORRIBLE Supervisor. I wish I could you no stars and I hope karma hits you hard Joselyn. read more

Not sure I can recommend this place. I called to set up a massage. I got the voice mail. I left a message and waited two days. When I didn't get a call back, I phoned again. I only got the voice mail again. I'm disappointed at the lack of customer service - it makes me wonder how the massage therapists feel being so poorly represented. read more

I've been a member for 10+ years and originally signed up when living in San Diego but have lived in north county for over 6 years now. First off with this location my wife and I had to actually go in to even make an apt because they never answer the damn phone multiple times i've called. Second, I made an yesterday after my wife had her first apt in years but I couldn't get one until next day (today). My wife also has around 23 credits built up and I have 29 credits before this apt today. 2 hours before the apt Ingot a text about a market adjustment for my apt. So I called and they actually answered which this number in the text message which was different then what's listed on google and apple. She has the audacity to say that since my credits pulled were at a lower rate in 2020 that they had to charge me an additional $37 for my massage with using my older credits and I was like that's messed up but ok if the company is that petty that they can't honor credits pulled before this inflation period and they can't use the newer credits so then instead just use another half or full credits which is still money they pulled from me already and they can't do that either and it's because they were not my "home" center location which shouldn't even matter. Keep in mind they didn't even charge my wife additional and her credits used were from the same timeframe. Nor can I get any of this money back that they already pulled and they pulled all these credits while the locations were closed so many times off and on because of covid. I'm making a point to use all these credits and cancelling mine and my family's memberships, Stay the heck away from this establishment and screw massage envy! Much better places to go to for the price. And on top of it whatever guy massaged my wife yesterday made her feel uncomfortable, i'll explain more in detail if Massage Envy management actually reaches out as when I asked for a manager the front desk girl said sorry but no manager she could submit a customer service form that would take 5 to 7 business days to get back which I said to submit then she was just going in circles about if I contacted corporate that it would just be that center that calls me back that I had the issue with. Stay far away unless you want to deal with crap like this. read more

Just had a massage with Cindy and my GOD it was the best massage ever! She's funny, kind and strong!! I feel like a new person! Thank you Cindy!! I will be back and Cindy is my girl!! read more

Atrocious customer service. Passive aggressive, dismissive and unhelpful. Avoid at all costs.

I had never gone to the San Marcos location before. Had done a few hot stone and massage appointments at the Carlsbad-Oceanside and they were great. When I got a gift card I made an appointment at the San Marcos location because Carlsbad-Oceanside was booked. I sat in the waiting room for almost 30 mins waiting for my therapist, listening to the receptionists loudly chat. Despite the fact that the receptionist thought my therapist was running late, she did not say anything to me. I felt forgotten in the other room. Not a professional atmosphere. This is a spa setting and I did not feel welcome or relaxed, as it should be. After roughly 30 mins the receptionist came in to apologize and tell me my therapist is not coming. I was offered a free $10 aromatherapy session to make up for it (absolutely does not). I will not be coming back to this location. read more

My friend gifted me this massage and it unfortunately was not what I expected. I scheduled an hour full body massage and asked that they spend extra time on my lower back and neck. She started abruptly, focused a lot on my upper back and it was actually somewhat painful. She was not consistent when massaging both sides, the room was freezing, and I didn't get a full hour. I went in at the 33 minute mark and she stopped abruptly at the 25 minute mark when into the next hour. I was also disappointed when no time was spent on my feet or upper neck/ head area as I was expecting a full body massage. I was excited to get a membership with them but after the massage I received I'd rather not waste the money. read more

STAY AWAY FROM THIS COMPANY They will steal your money. Their personnel cancel the day before or day of your service and do not keep adequate records. They do not reimburse you if they cancel it only works one way. You will be SORRY if you use massage envy. Use Oriental Massage on Sycamore in Vista instead. Much better service and cheaper. read more

ZERO stars. Massage envy is the worst. It's impossible to get out of the monthly contract here. You have to wait months to get a massage with someone good and then it often gets canceled last minute. This has left me and many other members I know with a lot of credits to use but no way to use them in a timely manner. Many of the best therapists have left in the past year and they have not rehired enough good therapists. read more

I booked appointments online for me and a friend for a special occasion. I received a call saying they could not honor my booking for a massage because the slot was supposed to be for a 90 minute massage but I booked a 60 min massage. They said it was a system error and I would have to rebook for another weekend. Very disappointed in their customer service. They should have offered me the 90 min massage slot. read more

Please do NOT go to this business!!! Their membership is a complete scam for a couple of reasons and I'll tell you why.. 1. You can never book an appointment without there being a scheduling issue. 2. If you try to cancel your membership, you won't even be able to use the sessions you've PAID for. They apparently completely erase from the system. The ladies at the front desk usually have an attitude. There's only one woman who works up there that was kind to me. Didn't get her name. You can never get ahold of the manager and/or owner. They will never address your issues. They will just keep charging your account. And honestly, the massages are average. Some of the masseuses are better than others, but it's a very weird environment in there. Multiple times I've had the masseuse walk out of the room and start gossiping with another masseuse DURING MY SESSION THAT I PAID FOR. Everyone in there looks so tired and is in a bad mood constantly. If you would like a massage, I'd honestly just go to a private practice so you don't have to deal with all of this BS. If you absolutely need to go to a public spa massage place, I would recommend Elements Massage. Mostly just because their therapists are better and you can actually talk to the manager/owner when need be. Their membership rules are pretty similar but they are nicer and you have a way better experience over there. Whatever you do, do not go to Massage Envy!! read more

Chain stores are never sexy, strip malls aren't hot. The cookie cutter business model of the American franchise isn't going to win any luxury prize. But I don't need to be over charged by snotty self loathing salespeople to get the experience of doing something nice for myself. Consistency is what you'll get here. Clean. Polite. And some really excellent body workers. Please tip your aesthetician and masseuse in cash so they don't have to wait for payday to get their money, and also so it isn't taxed. Massage envy is the massage for the rest of us. Middle class fancy is fine. You still get what you came for. read more

Welcome to the latest scam by Massage Envy. As is common with many customers, I have a backlog of massage credits that built up during Covid. So while traveling, I was happy to actually be able to book a couple of massages at this location. The day before my session, I get a text that says that I would be charged extra because my credit value isn't their "current market rate". Though the increase is legally questionable (you can google plenty of class actions about this), that's not the issue. The issue is that I have credits that match their $85 current massage price. Over time, I had been charged $70 per massage credit, then $75, and now currently $85. So I have a few credits values at each level. But the woman on the phone explained that due to their software, they have to charge for the earliest credit on record. I asked why she couldn't use the credit that actually matched their current price, and she said that there was nothing she could do. She also then tried to explain that the problem was actually with my "home location" because my credits from them weren't the correct current price. So let's recap: my home location charged me $70 when that was the cost (during Covid). Then there was an increase, and I got charged that price. Then another increase, and I have credits at that price. But this location is unwilling to use my credits that match their price because of software, and are planning to make an extra $15 per use? And to be clear, this location is operating this way. I actually called my home location and they were surprised that the San Marcos location was unwilling or unable to work with me. They kept asking why they couldn't use the $85 credits. I think the exact comment was "I wonder why they couldn't just override the software to apply the correct credit?" I wonder the same thing. Based on previous reviews, I'm sure there will be a response from Massage Envy corporate below that says that I should "please contact the franchise" with my complaint along with a link that will do nothing. But that's just the issue. This is a franchise decision. In the end, what I imagine will happen is that customers will pay the $15 up charge ... and the therapists will lose the $15 from their tips ... which is a shame as they don't make the management decisions. But I suppose they can submit a complaint via the link below. read more

Jeremiah was wonderful. He was very courteous and knowledgeable. The best massage I have ever had. The entire staff was wonderful also making my wife and I's visit truly a pleasure. Would highly recommend this location!! read more

I'm kicking myself for not listening to the rest of their reviews. I scheduled a month out for a prenatal massage, called them to confirm the morning of, and they called me as I'm driving there to cancel. I understand being short staffed due to Covid but this was clearly not the case, just a massive overlook on their part. When they called there was no apology or offer to make up for it, just continuous blaming on the "schedule mix up". I couldn't even reschedule because by the time they have another appointment I'll have had my baby. Really unprofessional, definitely will not go back. Try Escondido or Oceanside who ended up helping me out (although honestly I'm only going through local massage shops once my gift card is used because I've been ruined on Massage Envy's ridiculous prices and poor scheduling). read more

Had a decent experience. However, I felt very pressured to rebook, and get a membership which I did not want to do either of. I received a gift card from my brother to go and enjoy myself. I had rebooked an appointment, and was told that I would be contacted the day before to confirm my appointment. I never received a phone call, so I did not know about the appointment. My father in law passed the day of my appointment so regardless I would not be able to attend regardless. I was charged for the entire appointment, and even after explaining the circumstances, and explaining that I never even received a phone call, I was told I would be contacted by management back. However, I have still not received a phone call or a refund back to my account. Massage Envy has a terrible reputation for being too pushy. read more

The massage therapists and facialists are great but it's very difficult to get an appointment. Four appointments have been cancelled at the last minute because of scheduling issues. I understand that the pandemic created a lot of challenges but they shouldn't continue charging people if they can't handle the business. I'm now stuck with 9 months' worth of treatments that are nearly impossible to use. read more

Beware!! They are incredibly understaffed, and it has been impossible to book an appointment for months now. The last two appointments I had scheduled were cancelled at the last minute. I have called 4 times now trying to get my money back. If you can get them to answer a manager I'd never available. The reception while always nice are unable to help. They say a manager will call you back but they never do! I'm not even trying to get something for free, I just want my money back from the massages they cancelled!!! Horrible service!! So frustrating! Save yourself the stress and go somewhere else! read more

Been a member for over a year and it is hard to find a someone who massage gives vs just a rub down. Vanessa is the worst, I have been to her about 4 times and all she does is rub your back with her forearm for about 30min of the session, it's a waste. I have asked many times for her to not do that and she continues, she finally moves to my shoulders during the last 10min, which is where I have asked and reminder her that is where I need the massage. She ignores and says yes, I will get there. Another therapist told me that they are directed to not strain themselves during their massages ...I get that, but not giving a massage and only a rub down is not delivering what I and others pay $70 for in service. Very disappointed with San Marcos Massage Envy. read more

I met Cindy today and she was amazing! This is the first time I felt a therapist listened and honored my requests. I don't usually ask for anything specific but Cindy asked and I told her how much I loved scalp, neck and face massage and she really delivered a special experience. I walked out glowing and immediately booked my next massage with her!!!! read more

I have to hype my massage therapist I had today! Erica you rock , not only did you do a AMAZING job, you educated me with future services massage envy has to offer, you provided at home remedies I could try it improve my soreness. Erica was Very kind , friendly and found interest in improving my shoulder and neck area! Erica I hope you stay for awhile. read more

This is an ongoing issue. The latest,my wife and I scheduled 1.5 hour massages while checking out from a massage. When we called to verify the day and time, we were told that my wifes massage was scheduled. Mine didn't get scheduled, instead they scheduled me for a facial on a totally different day. Ok, I know, an honest mistake. If that was the first time something like this has happened . It is not. Times before, my masseuse called out and they called me an hour before my massage to cancel my appointment. Not to try and get me in with another masseuse , but canceled it. Other times , when we scheduled, they appointment mysteriously were cancelled. I'm tired of dealing with people who can't or won't do their jobs right. Participation Trophy for everyone. Either more training is needed or the people who schedule just don't care read more

No matter who you get to massage your body, they all do an amazing job! I've been going to this location since I believe 2014 and they've always done a great job. Their membership policy is not the greatest though. If I'm going through financial hardship I can put my membership on hold from getting charged, but I can't use my leftover massage to get rid of them during the hold period. Another thing I can't do is use them on a family member more than once even if I pay extra for a family member to use them. I don't want to discourage, but if you're going to get a membership make time to go and use your massages. I had many times I where I didn't have time to go and I accumulated a lot of massage and when I had to put my membership on hold I couldn't use my leftover massages to finish them and end the membership. read more

Easy scheduling, lots of availability, following all the necessary guidelines. Go get yourself worked over a little! I did and I am so happy I did! I can totally recommend Viví! Very attentive and pays attention to your pressure requirements. read more

Kept calling this location last week to book an appointment. They never answered the phone! So I had to go all the way in just to book an appt. When I walked in I saw what looked like the manager in her office laughing gossiping with another employee. I asked why they aren't answering the phone and the front desk girl asked if I had "AT&T"?? I was so confused. I let her know I don't and she proceeded to say that they aren't receiving calls from guests calling from at&t. This whole interaction left a bad taste in my mouth! Won't be returning! lost my business read more

Zero stars!! This place signed my Mom up for a membership and auto debit. My mom has never had a massage from them, she's 81, doesn't drive and uses a walker. We noticed an auto debit coming out of her checking account. Did some digging and it's been coming out for a couple years which equals around $2k. My Mom has called, I've called and my sister has called with no response back. My sister even went by and was promised that a manager would reach out and nothing. read more

Do yourselves a favor and never do business with this company. I cancelled my membership in January and they continued to charge my account every month for five additional months. I called and showed up at the business and was told that the manager would need to follow up to process the cancellation. Surprise no call until I start disputing charges. Awful read more