Never got my massage review survey which is very odd- I always do. Overpriced. Front desk lady told me not to even tip! Justyne M is rude, judgmental and has awful bedside manner. I asked for a full body massage and she did my back full but then when I flipped over on my back she stopped at my waist and said "Next time get a 90 min massage." Awful. I felt so dismissed and frustrated. She started massage late too. She did not even do full body!!!!! I deserve a refund but will not happen. She talked to me the whole massage- I could not even relax. I did not feel comfortable with her. Telling family/friends not to return! Awful service. Front desk unprofessional as well. Send survey. read more

Impulsively purchased a six-month membership back in November and after a couple of lackluster massages, decided to try a facial. I showed up on-time for my appointment (which I booked in-person after one of the aforementioned massages) and they had no record of the appointment. After that, I decided to just run out the clock on my membership (which expires on 5/26) and not waste my time going back. Fast-forward to today, when I noticed a huge charge on my bank account from Massage Envy dated 4/26. Not only was it far above the authorized monthly amount, but this place has been closed for two months. Since they're not open, I disputed the charge directly with my bank. In the interest of due diligence, I also decided to provide notice, in writing, of my account cancellation, which the contract requires. I've tried the email provided on my contract (cross-checked with the website -- same one given on there) and the email bounced back every one of the three times I tried to send the notice. I also called the location, but the voicemail is full. If you're going to continue to charge members during a pandemic when you can't provide services, the least you can do is have someone check the voicemail and answer the phone. The business can consider this my cancellation, since you make it impossible to contact you through the email address and phone number provided in your contracts and online. Any additional charges to my account will be immediately disputed with my bank. read more

Purchased a GC for my daughter for 1 hour massage. When she went to redeem it, she was charged an additional $70. So a year later and the massage went up $70 dollars! Also the massage itself is not even the full hour that you pay for. So shady... will never make that mistake again! Take your business elsewhere. read more

Terrible, unethical, thieves! I bought my niece a gift certificate for facial and when she went to redeem she was told that there was no money on card! Imagine her and my embarrassment. I went there with my bank statement showing the $120 dollars I spent and also there wasn't any previous appointments in their books for niece! Staff said I have to speak with manager. I called later that same day and told manager I was coming in. The door was locked. When employees saw me they all went to back room and wouldn't open door even though I knocked repeatedly! I couldn't believe it! Thieves and incompetence. I will be calling cooperate. NEVER go to any Massage Envy franchise. read more

Saugus, MA. Wish I could leave 0 stars. I was given a gift card for a full priced facial with a promotional card for an additional 60 minute facial. I had my facial then was told there was $0 balance on the gift card and the promotional card had been used. Had been used? This was given to me as a gift less than 30 days prior. Despite trying to work with the staff, show credit card statements from my family member, and explain that somehow this was unfortunately a mess up on their end, no refund was given. $120 was essentially stolen from my family member. Never going back ever. Terrible, terrible customer service. read more

Saugus, MA Horrific place. Buyer beware--- bought gift cards for someone and when they went to use it had zero balance. Horrible staff, horrible managers that do not know what they are doing. Awful. Will never go back. read more

I've been a member with ME for about 4 years. and I've enjoyed them in the past. But my most recent experience was the most negative and worst experience ever! The staff was really gross and non professional. i was highly offended on how they treated me and my wife. I Definitely felt like I was racially assaulted By the staff. read more

My experience with my therapist, Ines, was wonderful. However, the manager was extremely rude and abrasive. I had an appointment scheduled for the previous week, and on the day of I got sick, and therefore was unable to make the appointment. I called to cancel, and after asking if I would be charged a fee I was told that if I cancelled there would be a 50% fee, but if I rescheduled there would be no fee. After hearing this, I rescheduled for the following week. Directly after rescheduling I saw that I was charged 50% of the cost, so I assumed this was to prevent any further cancellations. I went to my rescheduled massage and had a great experience with Ines, but when I went to check out, the receptionist told me that I owed the full amount. I explained that I had already been charged for half and had been told on the phone that there would be no fee. The receptionist went to get the manager, who I then heard loudly complaining about me, saying that I am "not even a member" and "didn't keep the same therapist" (never once was I told that keeping the same therapist could be a requirement for rescheduling). They both then came back to the counter, and the manger rudely told me that "their rules are their rules," and cancellations within 24 hours get a cancellation fee even if they are rescheduled. I told her that this is not what I was told on the phone, and that I probably would not have rescheduled if I knew that was the case. Very upset with the way I was spoken to, especially since I was going by the information given to me by whichever receptionist I spoke with on the phone. If this is the customer service that Massage Envy provides I will not be returning. read more

My wife and I go for massages together. This placed called to cancel my appointment 3 hours before my massage and acted like they did me a favor by not charging us! If I cancel the same day, I'm charged a fee but if they do, it's ok, it's in the contract. We spent the morning getting ready for our massage. This is a special event for us. They cancel same day and I'm due nothing? I asked to talk to the owner and was told the owner doesn't get involved and doesn't even live in this state. I cant keep being treated like they are doing me a favor. We are leaving massage envy for the third and final time!! read more

Came to this location for a facial on my birthday and it was amazing! I left with my skin glowing and it was all exactly what I needed to relax. My esthetician was very sweet and knowledgeable. read more

Yeah, their reply is bogus. No one really cares. I've tried reaching out like they suggested and no one got back to me.

How can you say no to a $39 massage? I say this not as a cheapo consumer for I know full well the many benefits of massage; I've been a massage therapist for close to 12 years. That said, I didn't say no to this 'bargain' although I know all too well that most of the therapists working for franchises such as Massage Envy are pretty green around the collar. When I called to book an appointment, I was sure to request a deep tissue massage and was hooked up with a therapist that same day. Good enough. Strike one was when they asked me for a credit card number to 'reserve' my spot for later that afternoon. I found this not only to be inconvenient....put down phone...grab handbag....try to find glasses so I can read the darn thing...rummage through wallet for card...but somehow an invasion of privacy. Credit card to 'hold my room'?? Come on. Strike two was the sign in the quiet room you are ushered to await your therapist that enlightened you as to what an appropriate tip should be for said massage. Read: we don't pay our therapists enough, so please help supplement their income with a generous tip. You are OUT. Although I felt for the massage therapist, the massage itself was pretty darn bad. MT spent what felt like hours trying to nervously 'drape' me and the attempted massage was what you might expect from a student therapy center at a massage school...choppy stroke with just adequate pressure. I think introducing massage therapy to the public in any way, shape or form you can is a great thing. If offering a $39 introductory massage is one way of doing this, I give Massage Envy 5 stars. I do urge those clients who've got a couple of massages under their belt so to speak to venture out and find yourself someone who better understands massage therapy. Price for an hour long massage with a 'membership' will cost you close to $60 at Massage Envy. Add a suggested 20 percent tip on top of that and you will pay closer to $70. At this price, you are getting no bargain whatsoever. You are getting a just barely adequate massage for what you might expect to pay someone who has years of experience and knowledge. read more

So I will preface that this review is based on my wife's experience. She had reached out in a Thursday, scheduling an appointment for the following day. When she arrived she was told the scheduling was done for the following week(absolutely no chance this was correct as she will be out of town). The receptionist was disrespectful, rude, and unapologetic. After reading the other Yelp reviews we are canceling our credit card due to worries they will hit us for reoccurring charges. With so many options in the area I would never recommend massage envy to Anyone. We would rather toss our gift certificate in the fire than give this place business.... read more

I was given a very good massage the first time, as if to rope me in to sign up for the membership. Which I did, I went a couple times after to subpar service. When it was time to cancel I called up to cancel and was told ok. I was then charged again the following month. I called up only to be told I need to cancel it by filling out a form. I explained I live in NH and was told they would send it to me. I waited 30days for a form. I filled it out and sent to back only to be charged again the 3rd month. DO NOT SIGN UP FOR THEIR MEMBERSHIP IT'S A SCAM read more

Bummer... My bad experience is similar to those who also wrote negative reviews: 1. The discount to get you in the door is just a scheme to PRESSURE the customer into purchasing a membership- a membership you can only escape by death (or so it seems). 2. Embarrassingly awful staff. My masseuse was late. I could hear her being scolded while the counter girl told me another person would be performing my message- no explanation. 3. All staff at the counter are LACKING in etiquette and professionalim- bad mouthing other staff, using rude language, and speaking to the customer as if reading from the training manual.... 4. My masseuse had a great personality, but my massage was not the best. I will admit, my back is in poor condition; however, I feel that my masseuse is not an expert. It was like she was simply going through the motions of a massage without trying to understand where the problem spots were. It has now been 6 days since my massage, and I am still experiencing pain and pinched nerves in my back. I can't blame her for all of my pain, but it certainly didn't do me any good. I guess its hard to run a good spa when you hire low end staff. So much for relaxing! read more

Thieving assholes!!! I gave my wife a gift card and they asked for a credit card to "Put her in tbe system". All of a sudden I'm getting $60 a month charged to my card. She never agreed to signing up for anything. Now I have to fight with them to get my $120 back. My fault for not noticing the charges sooner. Do not give them any credit cards unless you want to get ripped off too. read more

I tried scheduling an appointment for a facial at 4 o'clock and the woman on the phone confirms my appointment. 1 hour later calls and says that they have to reschedule. They were very rude and they lost a customer. read more

I am actually surprised by the poor reviews as well. I've been coming here for a while and everyone is super helpful and friendly and I never have a problem making an appointment or changing one so I don't have anything negative to report. I signed up for the membership, but did not feel pressured at all. Wouldn't most people want to get a massage every month anyway? I realize it's an expense, but the benefits outweigh that for me. I tend to have knots in my upper back and I feel so much better overall with my monthly appointments. Also, sometimes instead of a massage, I get a facial with Amanda and she is amazing! But just a few recommendations - sometimes you need to try a few different therapists before you find the one that fits your needs. If you aren't happy with one, try another. Also, one of the other reviews that I read that the person was in pain during the whole massage, I'm sorry but that is not the therapists fault, it's yours! Speak up! :) read more

The only reason I go to massage envy is Ashley I also have experienced fraudulent charges and have requested to cancel my membership. I have filled out forms etc etc. I have now gone to my bank to take matters into my own hands. Ashley's facial is worth the non membership fee. This place has very poor management skills from the top of the chain to the bottom. Gail Swanson read more

First time at this location. Felt welcomed when I walked in. I dressed down and my masseuse bailed out on me before my massage. So I ended up with a Male masseuse, but he did a good job. All in all my Massage was good. read more

such a good massage! kayla was amazing and one of the best massages i've had at massage envy for sure.

I don't usually leave reviews... However, I just wanted to tell my story... I was a monthly member at this place. I ended my membership exactly when Covid hit, which means they were closed for a while. I had few free massages left and I asked that the period they allow for claiming the massages be extended, which they granted for couple months. They ended up reopening and I wasn't notified. I asked that I get my remaining massages and they refused... I feel this is such a bad treatment for a previous loyal customer... read more

Once again THE WORST COMPANY ON THE PLANET has fraudulently charged me again for $130! The manager claims it was "the computer system" which we know is bullshit. I went and cancelled my card again, sent an email to the owners and if this happens again=LAWSUIT. read more

My husband joined as a member a few months ago and really loves it. He needs deep tissue massages and prefers female therapists. He's tried a bunch of places in the Boston area over the past 2 years and hadn't found anyone he really liked until he saw Stephanie. He said she is awesome and he won't see anyone but her. I prefer facials and have only great things to say about Sarah. She is very knowledgeable, didn't push any products and her mini massage is great. I received a discount on the monthly rate since my husband was already a member, but I have to pay an additional $10 if I get a facial rather than a massage. That's really the only downside I've found. The location is very convenient, the price is very reasonable (even when you toss in the extra $10) and my skin is looking fab. Definitely worth a try. read more

I was greeted by a friendly voice on the phone, she quickly scheduled me for an appointment that very same night. There were warm smiles welcoming me upon my arrival. The staff was very kind and professional. My therapist really listened to me and delivered the perfect massage. I left feeling so elated and relaxed, I slept like a baby that night. Thank you and please keep up the good work! read more

Super pissed. Scheduled 2 appts for Friday 2/16/18 for a surprise for my fiancé. We arrived and was told we didn't have an appointment that it was for a week later. I am a member and they assured me that I had these appointments. The girl at the counter could care less that my surprise was ruined. I do not recommend this place to anyone. Complete rip off. I asked to speak to the manager the same manager who booked my appointments and of course she was not available. read more

I had received a $39 promo offer for a 1 hour massage, so I thought what the heck! In comparison to other massage therapy franchises, this one just does not measure up. According to the promo, it says on the mailing that the massage is actually 50 minutes, 5 minutes for consulation with therapist and then 5 minutes to dress. I was greated by a nice front desk person, and after she asked a few questions she brought me into a small waiting room. My massage therapist brought me into my room asked me a couple of questions and then left the room so I could get undressed. I had looked at the clock when she came in and it was 9:05. The massage was okay. I feel like she didn't work on all areas that most therapist do. Anyways, when she was done, she told me to get dressed and she'd be waiting outside with some water for me. So after I got dressed, I walked out of the room, but she was nowhere to be found. I waited about a minute and then just went to the front to pay. I debated about the tip, should I tip on the $39 or the regular price which is $78 if you are not a member (cough cough). I gave her slightly less than the suggested 20% on a $78 massage. Even though I wasn't blown away by the massage. Now mind you, the massage started at 9:05am. I got in my car and the time said 9:53. What!!!!!!!!!!!!! I thought. Apparently she ended the massage early! Because the massage should've ended at 9:55am. I should've been in my car after 10am, after dressing and paying! I didn't pay attention to the clock in the room when I left, but my clock is pretty accurate, and I had even looked at my phone time before the massage and it was the same time. So I probably got jiped about 7 or so minutes. I know it's a promo, but that doesn't mean it should be cut short. Not right! I was really disappointed that happened and I will not return to this location. I will probably return to the previous massage therapy franchise instead. And the fact that if you aren't a member an hour long massage cost $78 is absurd. I'd rather go to a nicer spa and enjoy the great experience over a franchise like this one. read more

Dealing with this place has been a disaster! My wife and I went there for massages. At check in, they offered a package deal, where you could buy 3 months of membership for a reduced price ($150), which got you XYZ services. We asked if it would apply to both of us, meaning that either of us could use the services, and the woman said yes. Over the following weeks we tried to book massages; they cancelled our appointments 3 times in a row for various reasons. The fourth time, when they called to confirm the appointment the day before, they told me that they didn't have any female masseuses, so I would have a male (I strongly prefer female masseuses). When we told them to cancel the appointment, they were rude. When we finally did get an appointment and checked in at the front desk, they said that I wasn't covered by the membership, it was only my wife. When we explained that we had inquired at the onset when provided the membership options, they told us no. We asked for a refund and were refused (even though we hadn't used any of the services yet). Terrible customer service, even at the corporate level. read more

Charles does an amazing massage and is very professional. I highly recommend him to anyone looking for a very relaxing massage ! I wouldn't see anyone else after seeing him. I've officially found my massage therapist ! read more

Try another franchised location. I attempted on 2 separate occasions to schedule an appointment and had a hard time. People answering the phone not interested in helping. So, because I had a gift certificate I tried another location. No problem in the Danver's location. Got an appointment great customer service and a relaxing massage. Will be revisiting Danvers even though I live in Saugus. read more

If something is too good to be true it probably is.. lesson learned! I decided to get the 40$ facial and try this place out. I've been to dozens of days spas and have had facials and massages and the second I walked in here I knew this place was different. The place looked more like an office than your traditional day spa still I tried to stay positive. I met my esthetician she was friendly but I could absolutely sense that she was inexperienced. Now, massage envy gives you a "complimentary" arm and neck massage when you get the facial and might I say it was awful! I know the difference between good facial and massage and this wasn't even close. The girl put no pressure in the massage, she just brushed up against the skin and sure as hell had NO idea where my temples were. Okay we all know I went for a facial not the massage but she spent about 20 minutes TOPS on my face, and the rest doing the massage. Even when she was extracting she as BARELY touching or poking at my skin. She was probably straight out of school and haven't had much experience but i still felt like the whole massage envy spa is more hell bent on selling you the products and the membership. Lastly, the 40$ massage or facial is only introductory -- the price jumps up to 90-125$ dollars come your second visit. Go to a privately owned day spa. If something is too good to be true it probably is lesson learned! read more

The management at this location turned a bad experience into a horrid experience. When I arrived, I was asked to sit and fill out a form. The receptionist was on the phone, hung up, then loudly said, "what the f###." I asked the massage therapist for a light, relaxing massage. There were times when it felt like she was punching me in the back. When the massage was finished, I went back to the front desk to pay. There was another customer yelling about her appointments being cancelled without notice. This definitely killed my massage buzz. I was not going to complain, I paid and left. I received a survey request email so I let them know about my experience. The manager called and seemed apologetic. She offered me a chance to come back for another massage at the $39 rate. She stated she would call me back the next day with some times. That call was well over a week ago, the manager never called. The massage was bad, the customer service is even worse. read more

I also went and used the 39$ promo and honestly had one of the worst massages ever. My experience was similar to others in that it was not a full 50 minutes but more like 40 minutes, she did not address my one and only issue that was a hamstring strain and she was just not knowledgeable. I had a friend who went at the same time and had a similar experience unfortunately I'm surprised for a place they sells memberships they wouldn't want to blow you away the first time as I would have really been most likely to purchase a membership. Unfortunately I will never go back. read more

Not sure why I have never reviewed this location but I'm glad I am because the reviews here don't do it any justice! I have been going to Massage Envy for almost 2 years now. At first I had to try a couple of different therapists before finding one I liked which I did. I see Yuki and she is A-MAZING! Massages are always thorough and enjoyable. The price for the membership is reasonable and it has made a huge difference in the problems with my back and neck. Check this place out, and if you are specific and tell the staff exactly what you are looking for in a massage they will match you up with the right therapist for you. Check it out! read more

Booked an appt for a massage today and was asked for a CC in case I was late for a late fee payment. Called up to cancel within the hour of making the appt and was told I was being charged $44. I would not have made appt if i knew this. read more

Raven changed her schedule after my amazing massage 10 months ago and I was seeing someone else here. When I heard that she was working Thursday nights I immediately made an appointment. My second massage with Raven did not disappoint. 90 minutes of pure bliss she had to of spent at least 40 minutes on my neck alone. As soon as I walked in she remembered me and my problem areas and asked if I still wanted her to focus on those same areas. I am so happy that she is working on a night that I can come in again. I can't wait to see her next month! read more

The massage was okay. It was the $39 promo that lured me in - it was the high pressure sales tactic to purchase a monthly membership that had me out the door never to return. read more

Front desk is stellar, welcoming, friendly and responsive to needs of incoming customers. The level of professionalism at this location is the best in the area. read more

Stay far away from this place. Massage Envy used my debit card they had on file to make withdrawals out of my bank account that were not authorized. Random charges of 30.00, 60.00 and a 120.00 charges all done on different day in a month. I called to see why this was happening and nobody knew a thing. No one could give me an explanation. I was told to call me my bank for a refund?? I asked to speak with a manager and they kept saying someone would call me which they never did. Put me on hold for 20 minutes one time and then said no one was available. After a week of trying to get someone on the phone I gave up and went into the office in person. The manager that was there said she didn't know anything about this and I would have to wait to see another manager. I said NO, we are going to fix this now. All of a sudden when she looked at the computer she said"oh this was fixed, the staff has been trying to reach you". Lie. I said give me a receipt of my account being credited. The lady/manager went in at that exact moment and credited my account. This place is Hella shady. Trying to end my membership but no one answers the phone or Responds to email. read more

This is an update from my original review: I received a call from a very concerned manager the day after the service.She offered to make up for the initial experience. My wife went back a couple of weeks later. Her feedback was that she was very impressed and very satisfied with the service. So much so that we have signed up for a 6 month membership service since she will definitely be returning. I have updated the number of stars to all stars since Massage Envy went out of their way to make up for the odd service on the previous visit. I hope this update helps those that are trying to find a quality spa.I recommend it and so does my wife. read more