They will tell you anything to get you to join. If they promise something, get it in writing! If you have any problems, the staff (whom are always very nice) are not given the authority to make things right and you will not be able to get a manager call you back no matter how annoying you make yourself. read more

I have only had terrible experiences at this location. Their management doesn't have any concept of customer service as far as fixing a problem. Do they say sorry if there is a mistake? Sort of, kind of like a petulant teenager being forced to apologize to a sibling. They make zero attempts and correcting mistakes and do everything possible to deflect responsibility. It was the app. It was the website. I wasn't the one who you talked to. There were four people in the store at the same time yesterday whose appointments had just disappeared and the girls at the desk acted like everyone was just crazy. We have been members for 11 years and the ONLY location we have had problems with is Thornton. read more

In desperate need of some skin TLC I visited this location while visiting the area. The lobby area was relaxing and the staff attentive. The facial was relaxing and the chemical peel left my skin glowing. The bonus was this was cheaper than other places I've received these services. Hope to return soon. read more

Really frustrating how things are handled at this location. When I first joined it was better but only for a few months. Then my normal therapist left and I was told last minute that my apt was cancelled. I asked to reschedule and the next apt was June 2022!! How is that even possible?! I was told to call every morning and see if there were cancellations and then I could get a sooner apt. Who has time to call every morning? But still I called every few days and no one would answer the phone. After a few weeks I finally got through to someone who set me up with a bunch of appointments because they suddenly had a ton of open appointments... I only had one good therapist out of my 7 appointments. The front desk is a joke and has no idea what they are doing. I then asked to cancel and they told me I couldn't unless I sent an email. I sent a cancellation email and they never got back to me, never cancelled my account and pulled from my bank account. I called back very upset and they said they never received the email. I forwarded the email with the original date and time stamp on it and they sent my the paperwork and told me to print it, fill it out and send it back. I told them I don't have a printer or a computer and they told me to screen shot the paperwork and edit it on my phone. What a joke this location is. It's unfortunate I can't get all my wasted money back from the last 6 massages I got. read more

This place was absolutely amazing! I got a facial and a chemical peel and both experiences were beyond phenomenal. Everyone is so sweet and really care about you as a client. They work hard to make sure they are giving you the very best. Not to mention that it's much cheaper than other places around! Definitely check them out! read more

I had a giftcard so I scheduled a deep tissue massage. My therapist, Valerie, was fantastic. She gave just the right amount of pressure and was surprisingly strong for her small frame. I left feeling super relaxed. Massage Envy is a membership massage place, so be aware of that when you go in. You will get a sales pitch. It's great if you have the money, but personally not for me. read more

What a nightmare. I have been a member for a while in this location. My life had changed and I had to move away from that area giving me no choice but to cancel. However, I found out that I could transfer my account to someone else. Because I had accrued so many massage sessions, I gave the account to my mom so she can enjoy the massages living so close to the location. Little did I know, that this location kept charging me $60 a month after we completed the paperwork to transfer the account to my mom. When I noticed this error and brought it to their attention, I was given the run-around and told that this was a topic to discuss with their manager. The day I noticed this charge and informed to speak with the manager, I was told by their staff that a manager would call me the next day. No one called me for weeks and the charge was still in my account. I had enough of this, so I went back to call the place and they gave me the same information that a manager would call and this time I made sure that somebody would call me the next day and telling them they were very good at collecting money but they were ridiculously bad at rectifying the situation. The manager on call was Bri and long story short, she refused to give me my money back saying that the other person who it was transferred to had to come in to place a credit card on file that no one informed her of. Not once in our conversation did she apologize or made it better getting my money back. I told her that they were not authorized to charge my account in anyway because I was no longer a member. Bri decided to scold me saying that she did not appreciate that I call her staff after hours about this issue and would inconvenience her life receiving calls from her staff about this matter. What? What right does she have to scold me, to tell me not to call her staff in the evening at 7 ( they close at 10 p.m.) not giving me my money back, not apologizing for this mistake, and for not knowing her cell phone number which I should have done in the first place. What? When she said this I thought she was joking. She will be reported to the BBB, to the regional manager for her poor customer service, and inappropriate practices and will deal with the wrath of my mother. Her professionalism is ridiculous! I would stay away from this location because it is obvious they do not know what they are doing. I even confirmed their practices with another Massage Envy who also determined Bri unprofessional and for not following proper protocol. read more

First time client here, I had a 2 hour massage yesterday from Melissa. She was fantastic! I told her my problem areas and what I wanted her to focus on and that she did. She also found areas I didn't even know were problems and worked those out too. She was very professional and made me feel very comfortable and relaxed. The front desk staff could use some work however. They are the only reason I gave 4 stars instead of 5. They lack some professionalism and friendliness. There was a lot of laughing and giggling from them while I waited and listening to their phone conversations I was surprised at how unfriendly and unprofessional they sounded. read more

I bought a whole year of massages. Most of them do a good job. Amy was one of the better ones for me. If you buy the 1 year plan, you CAN'T get out of it without a Doctors note...Lol. the other thing that burns me is you paid for the year, but if you don't use them all, you loose them! To me, that is just taking tip money right out of the employees hands. Overall, good experience. read more

I've had massages at Massage Envy before but never a facial until I visited this location. It was heavenly! The esthetician, Jasmine, listened to my concerns about the problem areas with my skin and did a great job with the facial. I never imagined it would be so relaxing! She recommended products that would work great for my skin and even game me some samples to try. I am definitely going back for more facials. And massages! read more

I've been coming here for about nine months now for facials. Destiny is WONDERFUL. She's professional, knowledgeable and helpful. I feel that she always takes her time to understand my recent skin issues and her facials feel soothing and relaxing. :) Maya at the front desk is one of my favorites. She's always friendly, helpful and professional. When I walk in the door, she always greets me by name. This place is great and I'll continue my membership as long as Destiny's there. read more

No thanks you guys blew it the first time, I had read terrible reviews of your facility but I went ahead and tried it myself now I know why you got those reviews. At least I can say my masseuse was a fantastic person sadly the rest of it sucked. read more

I love getting massaged here! First of all it is very easy to find and get to, and upon entry the front desk staff is very friendly. The lobby is clean and they have a wide variety of product in the front! I've been here multiple times and each time the massage has been spectacular. I have gone in with terrible back pain and walked out feeling so much better and relaxed. read more

Good services a majority of the time but constantly dealing with my appointments being cancelled 10 minutes before the session! RIDICULOUS

BUYER BEWARE. This place stole my credit card information and made an unauthorized charge without my knowledge. This is what happened. On 4/2/19 I called at 9 am to see if they might be able to squeeze me in. When I spoke with the woman I requested a late appointment same day after 5 PM if available. She looked and said availability was 3 PM for a 1.5 hour or a 9 PM for a hour. I said 3 might be cutting it close and 9 was to late and that I'd call here back. She said I can schedule you in for 3 and if you can't make it work to let them know. I was okay with that as it was short notice. Around 12:30 I knew it be hard to make it on time and called to reschedule. The woman that answered was different and she then said they'd have to charge for a missed appointment at 50%. I wasn't okay with that. I requested to speak with a manager. This same woman came back on and said shes the acting manager which might be so since its lunch time. I called around 1:30 and still no luck. I figured no biggie I'll just go to a different massage company. Little did I know a week later I was charged $45. This location copied my card info from my last visit without me knowing or authorizing to do so and no I am not a member for them to need it. I can contest this with my bank but I am not hard up for the cash and feel since they felt the need to I am justified in making it known to make it public knowledge. If you wish to do business with these people pay cash or go elsewhere. read more

This is an update to my last 1 star review. The manager of the location reached out to me within a few days of my initial review and apologized. She said after talking with her district manager- she was able to offer me a one hour massage at the intro rate (me paying) and they would throw in something at no cost, either an additional 30 minutes or something else small as an add on to the massage I would be paying for. After some thought, I turned down the offer to pay for another massage after being really unsatisfied with the initial one. Not sure how this policy improves customer satisfaction if you're expected to pay again for an experience that was already bad. read more

Good microderms here. Helps get dead skin out from under my beard. Friendly esthetician's. They really help put you at ease before, during, and after a treatment. I'll be coming back to try the facials & chemical peels in the future. read more

Best massage place I have ever been to. My therapist Coco is amazing and always takes care of my problems. I have always had such a pleasant experience with these people. Facility is clean and relaxed. Don't see any reason to go anywhere else. read more

I have been attempting to cancel my contract since May of 2020. When I spoke with the front desk person in the first week of May, I was assured it was cancelled and I would not be charged for May and April would be refunded, I was not charged and April was not refunded. In June and July Massage Envy began charging my credit card again. I reached out to the Thornton Massage Envy and received no response, I reached out to the corporate headquarters and have been referred back to the Thornton franchise. I called to speak to the Thornton manager and when I call the phone ALWAYS goes to voicemail, the manager will return my call at inopportune hours, I called and requested a phone number that would ring directly to the manager, I am always referred back to the main number, always voicemail. I would be very hesitant to do business with this company. read more

I have a membership and have gone to this location for almost 10 years. For at least the past two years they have never answered the phone when I've called. They encourage you to leave a message yet they have never once returned my call. There have been two occasions where they told me a manager would call me back and that never happened. I like my therapist, but find it impossible to do business with this company. It strikes me as very unprofessional to have no phones answered and no follow through. read more

The massage was GREAT! The front desk service was NOT! Great massage with Lisa, an hour and a half of bliss. After coming out of my massage, I was IMMEDIATELY blitzed and pressured into their subscription plan. I was clearly still dazed, trying to blink my contacts into place. The subscription plan was poorly described to me (do I get a free massage a month? Is that what I'm paying for?), the woman pressuring me didn't have a clear idea of how it worked, and ended up pushing me to sign up for the program, only making clear that once I've signed up, "It's a true contract that you can't get out of." I got a receipt showing that I wasn't charged for the subscription plan this month (....yay?), but I don't know if I was charged for the actual massage. I didn't sign anything, I wasn't even given a final price. Normally, this wouldn't be something to complain about, but it meant that I couldn't tip the (again, excellent) masseuse. If I can't get out of the subscription plan, I'll still use massage envy, but for damn sure I won't be going back to this one. read more

They made this error right. I went in today (01-04-15) for a 2 hour massage which was comped so that was nice. The massage therapist was great too. Everyone makes mistakes and I appreciate their effort to make it right. All in all I'm a happy customer. I called yesterday (12-31) and asked to schedule an appointment for that day or today (01-01) for a 2 hour massage with a male massage therapist. The woman who answered said that they were booked for today (12-31) but she could schedule me for tomorrow which was 01-01. I said great! I would like a 2 hour silent male massage therapist. She said ok we can see you at 12...I said great and the call was over. I live in green valley ranch but drove 45 min to this location because I was not pleased with the very talkative massage therapists at the Cornerstar location hence why I asked for a silent massage. When I arrived at the location 5 minutes early as requested by the scheduler and walk up to the door only to discover they're closed today I was livid!! I wasted 1 1/2 hours driving from my house to this location and back for no reason. Wouldn't it have been nice to know they were closed on 01-01?? I know most businesses are however when a scheduled answers the phone and states she can schedule me for tomorrow (which is 01-01) then I will believe her. I left a voicemail and this yelp review so hopefully they'll make this right. read more

I was a customer of Massage Envy on 120th at the early part of 2009. My first visit I signed up for the yearly contract in order to get 1 massage a month and additional massages at $40. I had my member ship for a couple of months when I lost my job and had to move to a town that was over 150 miles (in Kansas) to the nearest Massage Envy. So I read through my contract and there is a clause in it that states if you move to a location more than X number miles (either 60 or 100) away than you may cancel your membership. So I went to the location and asked to cancel my membership due to the fact that I would be moving to a town far away from any of their locations. I was given a blank form which I put my name and new address and signature on and handed it to the gal at the desk. A few months later when checking on my bank account I noticed a withdrawal from my back account to Massage Envy in the amount of $49.99. So checking online I looked at the previous month and noticed another withdrawal of the same amount. Now at this point I'm unsure how long this has been going on because my online viewing only allows me to look back one month. So, I call the location and speak with a gal at the front desk and express my concern. She tells me that she will have a manager call me back and when I finally hear from Maria (manager) she says I signed a freeze form and never canceled my policy. She says there is no way to refund my 3 withdrawals from my banking account but offers me a credited massage. Little good that does 150 miles away and unable to afford food let alone gas. Did I mention I'm 6'3 and 250lbs and the masseuse they assigned me was all of 5 foot and 90 lbs. Yeah, didn't do much. Find a place you can pay as you need and stay away from this corporate chain that requires a contract. Not a good deal in the end. *Update - There is currently a class action lawsuit against Massage Envy Corp. but the time to file for settlement is past. No worries though as it's not a monetary settlement, only more crappy massages. read more

I have been a member of massage envy for almost 7 years now. I've brought my husband, kids and friends here. It seems in the last few years the quality of customer service and the retention of staff has gone down. In the last 6 months I've had 3 services cancelled without notice. They "claim" they called and left a message, but each time I had no missed call or voicemail. When I show up for my appointment time is when I find out it was cancelled. Initially they offer nothing to compensate for their disservice. Once I show my irritation and express I am upset they offer to comp my next appointment. What upsets me the most is if us as customers cancel an appointment less than their allotted time frame, they charge our account the full amount of the services we booked. However, it's okay for them to cancel with no notice? How is that good customer service? I had to cancel an appointment one time because my husband was in the ER. I was still charged the full amount for cancelling my appointment due to an unforeseen emergency. We pay a monthly cost to have a membership here and over the years the prices have gone up. The turnover of staff here with both therapists and front desk is hard to keep up with. Also, it is harder and harder to get anything booked. You call, leave messages and no call back. Then when you finally get through hardly anything works with your schedule. I have had several friends switch from Massage Envy to Hand and Stone for the same reasons I am now considering to switch. I have been in the customer service field for over 20 years. For the amount of money I have spent over the last almost 7 years, I would expect better services and compensation when they are in the wrong. It would also help if the front desk staff were properly trained and knowledgeable. As a business, if you are having high turnover changes need to be made. That is just smart business. read more

Called 5 different times this week and they never answer the phone. Sure would like to use my gift card.

This place didn't have my appt on file the same day my wife made it, even though I showed them that they had charged our card for the massage, then said they couldn't reverse the charge, and didn't honor the appt. last straw for me. There are other places to get deep tissue massage, so go with someone else. I'll never be back. read more

I have tried to keep an open mind about this place but for the last 2 years this Thornton Massage Envy location has gone downhill. Even though some of the therapists are good, their management and front desk employees are horrible. They are not professional; first, when you try to call and schedule an appointment you can never get through to a person. You can call every hour at random times and they will never answer the phone but let it go to their voice mail. I have left numerous messages and eventually when they call you back, if you miss that call and try to call back "Good Luck!" You then go through the whole cycle over again at trying to reach them and them not answering the PHONE! Second, this all began 2 years ago when I scheduled a Deep Tissue Massage around Valentine's Day for my husband. I scheduled it 2 months in advance and repeatedly specified that he would need a Deep Tissue Massage. He came out getting the worst massage of his life and told me that the therapist said to him after he was undressed waiting on the table, "that she did not do deep tissue." As my husband stated "It was like being doused with oil and spread around on his whole body." Afterwards we explained, to the front desk, that this is not what I specified and they were kind to refund the money. So at that time, I gave them the benefit of the doubt. But it just got worst from there. Ever since then, when trying to reschedule, you can never get through to the front desk and repeatedly get their machine! We soon gave up trying to schedule my husband but have since tried scheduling myself. When I was finally able to schedule, and I specified again that it would be for a Deep Tissue Massage. They said, "Yes don't worry we have you down with Gina for Deep Tissue." When I arrived unknowingly at first, they gave me to someone who was not capable of doing that. I was quite irritated because it was difficult to come all the way down there and to get someone to watch my kids. I too, was completely undressed and on the table before the therapist said, "I don't do deep tissue is that ok?" I was like are you kidding me?! I had specified multiple times on the phone with one of the front desk receptionists that this would need to be deep tissue. After these thoughts and me shaking my head, I then declined the massage because I was definitely not going to lie around for an oil bath. Lastly, complaining to this location is pointless and even worst is trying to complain to their Corporate office in Scottsdale, AZ. They have the same lazy careless attitude of never answering the phone and sending you to their voicemail that they will never answer! Massage Envy Corporate number is 480-366-4100. Better Luck finding someone else, even if it costs a little more! read more

Massage Envy in Thornton is the worst place to get a massage. They constantly mess up appointment times and don't take any responsibility for doing it. I stopped going to them 2 years ago because they continually messed up my appointments without any apologies for doing so. They called me this year and they told me they had new management so I decided to give them another try as they are closer to Brighton. First visit went good, 2nd visit they messed up the day of my appointment. I even asked the girl twice if she had it down for Saturday the 29th she said yes. Then when I drive all the way over there they have me scheduled for Monday a work day. I feel sorry for the therapists there as their administrative staff is totally incompetent. Go to Westminster massage envy might be a longer drive but at least you will get a massage! read more

Bait and Switch.... beware! I don't have the option to have massages on a regular basis so I decided to sign up for a massage plan to spoil myself. Well today I had services scheduled using my massage credits I had paid for already and when I was checking out they told me I had to pay an additional $50 because the services I had already scheduled we no longer covered with my "plan". So why was I not told that when scheduling? Why wait until my services are done and then start asking for money? Only to tell me that "things have changed and I'm sorry you were not told... " So things changed between when my massage was scheduled a few days ago and today? I was even told by my massage therapist that I would actually get a credit back since I was getting a lesser service. When I asked to speak with a manager I was told she had just left and nothing could be done. So no I am waiting to see if I get a call back to resolve this problem. I would not recommend anyone scheduled anything here unless you prepay for your services. Leave your tip with cash... read more

Thornton facility has an issue with booking appointments. They feel just calling time after time again is enough when scheduling is completed. I had a membership which was amazing but the aggressive rescheduling has drove me from the membership. When cancelling you can only use your saved credits within a short period of time which means you are not able to have the time to reschedule. For anyone who is a busy person don't plan on the appointment staying the time you need unless they train the staff how to book appointments accurately. I just got called on the last reschedule I hope I have with them but I doubt it... and because you can't get your money back by any circumstance, I will probably lose my money. I hope not though and I do want to say the place is very clean and smells good. read more

I was booked for a massage and a facial. Apparently the masseuse was not on the schedule. Get to sit here for an hour waiting for my facial. The managers response was they have no control over things like this. Really this place sucks!!!!! read more

Victoria is my fave - followed closely by Mike and Vanessa! My husband and I have visited monthly for over a year.

I went to Massage Envy in Thornton for a massage and unfortunately the experience was just eh. The massage was average at best and the sales pressure at the end is a huge turn off. Why would I pay a monthly fee for a below average massage??? The massage was basic and rushed. I told her where my sore spots were but she didn't address them at all during the session. My husband received a massage at the same time and he had the same bad experience. We both agreed that we won't be returning to this place. It's a waste of time and money. read more

I had a great experience here. The front desk staff was friendly, and they asked questions to find out exactly what I needed. The masseuse communicated and made sure she was doing everything I wanted done. They also have a great first time client price. HIGHLY RECOMMENDED! read more

I wish I could give 0 stars. First off, they never answer the phone it always goes straight to voicemail and you have to wait for them to call you back. I've been to a massage envy one time when I lived in Las Vegas and it was great! Great service, great therapists. Not here in Colorado. I never actually got my massage here. So this is more a review on their service and not the actual massage. I received a gift car from my mother in law and scheduled an appointment. The lady didn't give me any information on cancellation policies. I cancelled and they took off half a credit of my massage without telling me. When I called to reschedule they told me because I canceled, I only had one credit and would have to pay the extra half hour of $65. That's no big deal to me if I knew that but when you don't clearly specify the policies that annoys me. I thought because I was new and the person I spoke to first didn't didn't clarify I could get the full refund. The girl I spoke to, to get it all situated and hopefully refunded was nice but had put me on hold twice to ask the manager what the policies were. It wasn't my fault I didn't know and I think they should've understood and refunded it as it was a gift card and my first time going. I'm not one to complain or write a bad review especially it being for a fricking massage but I was really looking forward to getting one and wish they would've been more attentive to their customers. read more

My therapist, Raquel, has helped to significantly decrease my chronic pain. HIGHLY RECOMMENDED! I have had multiple spinal fusions and many other complications from military trauma, 10+ years of severe pain, have tried just about every medicine and remedy out there, have had consistent chronic pain levels of about an 8 out of 10... not much helps to take the edge off. Raquel is the exception... when I see her, my pain drops down to nearly 0!!!!!! This is unheard of for me. She listens well, is knowledgeable about the art of massage, is kind hearted, and I feel like I can truly trust her. If I had more money I would tip her TONS, but I could never pay her enough for the relief she gives me. My pain is tough to treat. Thank you Raquel for helping me so much. If you are suffering from chronic pain and need someone in tune with what you're experiencing, please see Raquel. I think she is an angel. Other great things about this location: friendly staff, great reminders, easy and free parking... absolutely zero complaints to be had here. read more

I received a massage here the other day by Bree and it was amazing! I've been getting professional massages for almost two years now and she is by far the best i've had! The front staff was very professional and very helpful to fit my needs. I signed up for the membership and cannot believe it's so cheap! I can't wait to get my next one! read more

Therapists are so so. Impossible to book a facial appointment. Appointments I book well in advance and then they call you to cancel due to the massage therapist quitting. Feels like they have a hard time keeping a staff, which usually is due to management and owners not treating the staff properly. I will not continue my membership when my year is up. I would give no stars if it was an option. read more

I would not recommend this place because of the fact that when i got into contract with them i was not able to get out of the contract. I lost my job like many americans and i asked for them to let me out and they wouldnt. So after paying off the membership i closed my account and till this day they are still pulling money out of my account even though i do not have a contract with them! Be careful when signing contracts with them! read more

As any other Massage Envy place, this one is no exception to the rule. Their massages are decent, but for the price I can say I've paid for better. The therapist was quick to kick us out of the room once our couples massage was over. I hated being rushed out. The staff demeanor towards tipping is kinda rude and pushy...I don't think I like the way the treated us. Not booking there again. read more