Paid for an hour, received about 30min. Paid for a full body service didn't even get 50% of that. Ruined a surprise. Left more stressed than I arrived. No one will get in contact with me about this issue after several attempts. My husband booked me a Mother's Day gift here as a surprise. They promised him they wouldn't notify me. They did, 3 times in fact. He has everything arranged to be handled so that all I had to do was show up and leave. I show up, I'm called back a few minutes after my appointment time. My massage only covered my back, the back of my legs, the back of my neck and my feet. Not my arms, not the front of my legs, not my shoulders, etc. My massage was over and I was fully dressed 45min after my appointment time. Not 45 min after I was called back. -Yes I'm aware of the 50min massage time and 10min to dress.- I did not get that at all. Matter of fact I lost over 20% of the time that I paid for. When you pay for someone's time you expect to get just that and all of the services that you pay for. But it doesn't stop here. I go to leave and they ask me how I want to pay. I'm completely confused and ask them what they mean because it was suppose to be paid for. She said yes he called and put the card on file I just want to make sure. And I'm like... well then yes. Then she asks me how much for the tip. I'm confused because I thought this was handled as well. I told her I can't just authorize someone else's money like that. She looks at me puzzled then I just tell her okay I'll just pay for it because I'm not going to use my husbands card and authorize an amount that he hasn't authorized. Then she says okay we will do 2 separate transactions. I'm confused all over again, because why was it such a big deal if I could pay the tip separately. This became a big ordeal. She told me that they've been having issues with the employees cutting people's time and she would have a manager reach out. I called my husband when I left he told me that it was all suppose to have been handled including the tip that it was arranged ahead of time and they assured him it would be special. Next day, I hadn't heard from anyone so I called, no manager available but I left a message and still haven't heard back. Every time I've called they conveniently do not have a manager available. I tried to get this issue resolved without posting a negative review but they refuse to help. I don't see how they can do business like this. Attached is a screenshot from the video I took of the time after I was dressed from my massage. Edited to add: the owner commented that this was forwarded to the business to contact me- it's been almost 3 weeks and still nothing! read more

Massage Envy - Time it was after I got fully dressed once my appointment ended. - Skin Care Near Me - Tyler, Texas

Do NOT get a massage from Gigi (sp?). I booked a massage hoping to get some help with lower back pain and asked for her to focus on my thighs as when they are tight, my back hurts. I asked for deep tissue and she said she would do medium. It was the worst massage of my life. It felt like she didn't even know what she was doing and seemed to find pleasure in my pain. The massage was over and she only spent maybe 5minutes out of an hour on my thighs... she spent maybe 20 on my neck and it's so sore, I can barely move it. read more

I recently had a massage with David and it was amazing. I've had good massages before but he is my new favorite! I had to make sure to rebook before I left the building because I don't want to miss out. The front desk was great and the location is very clean and comfortable. I highly recommend. read more

I was so excited to find this place and join and initially was happy. I had months of backed services, however, going forward because there was never a therapist available when I needed it. I kept getting charged it was not getting massages. The final straw came for me when they canceled my birthday massage on my birthday, and could not reschedule me with any other therapist for weeks. If you want to waste money down the drain and not get massages this is the place to go. I'm still bitter about this and it's been a long time. I have backed up Massages I never used and then canceled. read more

I called 2 hours before my scheduled appointment but since it wasn't before 3 hours of the massage time, I was charged for half of the cost. I understand why this is done, because the therapist doesn't get paid, BUT I asked multiple times to reschedule and the male receptionist never even tried. I guess since they were planning to essentially charge me twice had I rescheduled, this was the best case. It's no wonder they had openings at this location. I don't recommend even bothering to schedule here. read more

Totally unsatisfactory service. I guarantee if you are looking for a place to make a difference in your skin and pamper yourself, this is definitely not the place. new / inexperienced aesthetician probably don't know what facial actually is or to even remove blackheads. THEY CHARGE FOR 60 MINS AND SERVICE 30-40 Min. only thing she did was repeatly use warm towel on face and use up all 30-40 mins. I was told I have only 2 blackheads when in reality I had atleast 25 blackheads that I got ride of next day by repeat facial at another place. read more

I went with someone, and they cut both of our facial times by 1/3. They call it a 60 minute facial, but it only lasts 40 minutes. No change in skin after facial. Massage Envy facials are just hot towels put on and off your face. Total waste of money and time! Would not recommend to anyone! read more

I moved to Tyler not long ago. I was a long time massage envy member and had been very happy with my membership before moving here. I made my first appointment with the Tyler ME, for 7pm on a weeknight. I got there 15 minutes early. I waited until about 7:15 (which had never happened to me before... in my old location they were always right on time). The manager or someone came out and said there was a schedule mixup and no one was available to give me my massage. They apologized but only offered to reschedule. I was really frustrated but rescheduled because I have a bad back and really look forward to my massages. The next appointment (which was about 3 weeks later because they were busy and didn't have any earlier openings) was scheduled for around 10am on a weekend (Saturday or Sunday). I got in 15 mins early again. Again, it was about 10:15 and I'm sitting in the waiting room wondering why I've been waiting so long. Finally someone comes out and says my therapist called in sick so I couldn't get a massage. This was the second time this happened to me and the second time they didn't offer any reimbursement or anything special to make up for it. What's also frustrating is the fact that I had to wait so long to reschedule the second one, you'd think with a "schedule mixup" they'd apologize profusely and squeeze me in somewhere right away. But I get it, people are sick, but to have this happen two times in a row, and I was still expected to pay the $60 membership fee when I went that month without a massage is ridiculous. I ended up canceling my membership and joining a different massage company that has been a better experience for me. read more

This place SUCKS!!! I have a gift card that i have been trying to use for two year and Every time I've tried to use it they say they are booked up. Apparently you have to book an appointment years in advance! This is ridicules, I have never had this much trouble getting or scheduling a massage! read more

Not a good experience with this business. I would not recommend anyone using their services. We have been told one thing on occasion and been given contradictory information later. All in all we have paid hundreds for a monthly package, we were told we could transfer between spouses, which we were then told we could only transfer once a year, then it was once every six months. The service isn't that great and they hound you for gratuity. I don't mind gratuity for good service, but I do mind being quizzed about it. read more

Super friendly and the people there are super friendly. They are very accommodating in trying to work with your schedule.

Often massages and facials start late and end early. The actual massage and facial is decent. They advertise an hour long facial/massage when it ends up only being about 35-40 mins. When you buy the membership, the credits are not transferable between spouses more than one a year. Overall I would go somewhere else with better reviews. read more

Be careful with this shady place!! I had called for an appointment and I did not know we needed a card to hold the reservation and of course, in case of cancellation fees. So I didn't have one on hand so I told the girl I'll just call her later and she told me "okay that's fine I won't book your appointment until you give me a call back with the card information". So I never called because I went to another place. Then I received a phone call saying I was going to be charged for not showing up when my appointment was NEVER confirmed and I never provided a credit card!!! They are so unprofessional because this girl charged my credit card that I never gave them, so be careful because i have no idea on how they got my card information so i had to call my credit card company and make a dispute on it and change my card number! Very horrifying. read more

My husband and I recently moved to East Texas and he booked a 2 hour couple massage for us as an early Valentines Day gift. I was a little worried after reading all of the negative reviews on here but decided to give this location a shot anyways. He had a lady named Tyger as his masseuse and I had Stephanie M. A lady named Cathy wet with us prior to the massage to get a feel for what we were wanting and expecting out of our visits and said that she would meet with the Tyger and Stephanie beforehand to go over everything. They did awesome!! Probably the best massage I've ever had and my husband was very pleased with his too. Don't let the negative reviews left here on yelp make you not choose Massage Envy in Tyler. I've been to quite a few locations when I lived in the Dallas area and I must say this location had the best customer service and staff. My husband and I will definitely be going back! read more

Great massage by Haley at Massage Envy in Tyler. She is the Best, a great massage experience. Plus a big thank you to Glenna the manager to help make an appointment for my wife Sherry. read more

Derek is a magician. He healed my extremely tense shoulder and neck. I could barely move my head before. After weeks of pain from moving to Texas from New York, the tension completely disappeared the day after the FIRST massage from him. I highly recommend Derek at the Massage Envy in Tyler. He is proof that a massage doesn't have to hurt to get tremendous results for tight muscles. And he's great at just 'relaxing' massages too. His massages will be one of the things that I will really miss when I move to Fort Worth for my new job next week. It's really hard to find a consistently good massage therapist anywhere and Derek is consistently amazing! read more

Worst customer service I have experienced by a massage envy and I have had some pretty crappy ones. The lady I talked to on the phone was rude and lacking in customer service skills. I want to cancel my membership because it was terrible and will be taking my business to hand and stone. read more

I would NEVER recommend massage envy in Tyler Texas to anyone. Worst customer service, the manager is incompetent, does not return phone calls ,does not follow up with complaints, concerns or questions. The owner really needs to look into who she has hired as a manager. The reviews are not good. I will go to corporate office about this location and there service. Very disappointed. read more

Disappointed in the inflexible policies at Massage Envy. I had a 1-hour facial that I thought was at 4:30, but at 4:10 got a call that the appointment was actually at 4:00. They said I could finish out the (partial) session or cancel and be charged the full amount anyway. When I arrived, there was 30 mins left. I asked if I could have a massage instead, at the only open spot of 8pm. She said no. There was no offer to assist me, the customer, in any way. The facial was only 20 minutes, not even the full 30. When I came out, the young manager just sat in her office and pretended I was not there. Don't quite understand why a company would hire such a young and immature girl as manager. No problem, I canceled my membership today. There are plenty of places for massage out there. I work in the medical field, we are way more flexible with our sick clinic patients than they are at a silly spa! Poor customer service. read more

I can't believe how unorganized this place is. I had 3 appointments scheduled for my mom, daughter and I, and ended up switching the times on one, and canceling the other because someone called in sick. So 2 of us ended up going and I showed up pretty irritated because there was some confusion about the times they needed to switch to, so my mom and I both ended up late. And yet, there were THREE very young girls at the front desk, 2 of which were arguing about whether or not I needed paperwork. I assured them I did not, as I'd been there before and have the exact same issues as last time. Finally, one reluctantly let me in. And then my masseuse gave me the worst massage I've ever had. I started the appointment saying "Give as much pressure as you can, focusing on my lower and mid back and some on the hips," to which she replied, "Oh I'm old, but I'm strong." So what actually happened during the massage was me repeatedly asking her to massage my back, and she instead focused on my upper neck while rambling on and on about her good ol' days, or whatever. It seemed like she was focusing on my neck to try to prove how strong she was, because that's a more sensitive area. So, about halfway through the 40 min massage, she finally focuses on my mid back, and when I asked her if she could apply more pressure she replied, "Oh no I can't do that, because my shoulders are bad and I won't be able to do my next massage," and added that she's 74 years old. Now, I understand that we all need jobs, even the elderly, but seriously, Massage Envy?! Get it together. I guess your masseuses call in sick and all you can find is a poor old lady with bad shoulders to take their place. Shame on you. My family will definitely not be renewing any memberships, and we're all going around the corner to try Hand & Stone. All of us have had continuously crappy massages. I didn't review the last one I had, but let's just say I felt lopsided for a few days after. read more

**Update: to resolve the issue I have been credited my massage plus a free enhancement. Changed to two stars and will rate higher (hopefully) afterwards** This is not the place to go if you want a good massage, reasonable prices, or staff that will work with you. I had a three month membership with three massages. The first one was not good and the second one was so horrible I had to laugh. The masseuse hurt me and I let her know and she didn't change pressure at all. I left in more pain and more stress than when I arrived. When I scheduled my 3rd appointment (with a diff massage person) they didn't tell me until I showed up that my membership had been cancelled because three months had barely passed. They were unwilling to work with me unless I signed up for another membership. Now why would I do that when the massages are so horrible?! read more

Been loving my facials, chemical peels, and massages this year and end of last year at this location. The front desk lady today made me smile and I enjoyed talking with the staff. They have been a blessing fitting me into a massage after my 12 hr long nursing shift which is a blessing. I try to take care of myself to take care of others and I am thankful they have been able to help me with that. Thank you! read more

I have had great experiences with Massage Envy in Tyler. The therapists have been great! All of my needs have been met and they keep up with everything that might be going on with you. read more

Today, I was trying to schedule two massages for myself and a friend at the West Village location in Dallas. The gentleman that helped me over the phone was very unfriendly and made me feel as if I was bothering him. I wasn't understanding the concept of having to transfer massages from my home location in Tyler, and he gave me more attitude about it than I could deal with. After I got off the phone with him I called the Tyler location to see if they could help me. I was lucky enough to have Kayla answer my call, and she was as friendly as can be. She understood that the transferring can be confusing sometimes and was more than happy to help me. I explained my experience with West Village, and she sounded genuinely bothered by it. So, she asked me for the number I called and the date and time I wanted for that location. She was going to schedule the appointments for me! She called me back shortly after, and, although she couldn't schedule the appointments for me due to differing policies, I was highly impressed with her customer service. Thank you, Kayla! read more

This place when asked straight up is unclear on charges and I am a member guess I can only use the one in Dallas as I am done just overpaying and being overcharged. Wasting my time, stressing me out, and on my birthday. I did talk to someone there possibly the manager and gave up. They said I had two more credits when I was out and over. They said it was okay to switch my massage to 1 hr instead of telling me I would stilll be charged for 11 hr Ann's 30 minutes otherwise I would have been there sooner so I could utilize the most of my massage time.. read more

Been here four months. Two decent massages and two poor massages. 50/50 is not good enough for me. I go in tonight for massage with specific therapist I requested and had booked appointment with. When I arrive it's a different therapist and they tell me mine is not there. Another poor massage. Cancelling my membership. read more

The dumb thing I did just before the world shut down last March (because I didn't know the world was shutting down) was sign for a 1 year subscription to Massage Envy. $60 bucks a month, use them any time. LOL . So they started taking the money. Sixty, sixty, sixty...every month, even for the time ME was totally shuttered for COVID. After they opened, I still wasn't going. It wasn't essential and it wasn't safe. Sixty sixty sixty. When my year finally ended, I called to say please cancel, I've fulfilled my contract. They said you have to come in person before 5 on a weekday to cancel. Well, that's 45 minutes away and I have a job so...sixty, sixty. Finally today I drove up there, with fifteen minutes to spare, and said "Here I am, please cancel!" They said sure, sign here. Then you'll have SIXTY DAYS to use the fourteen months of credits in your bank. Two months, for more than a year of massages. Plus I'm leaving Friday for two months in Maine. Option one is "freeze your account"...no more money will come out, but also I can't use any of the services IVE ALREADY PAID FOR...and the second I un-freeze, that sixty day clock begins. Option two is I freeze for a while and then go on "freeze plus"...which would make you think you get something extra, right? Freeze Plus means they don't take the sixty bucks a month anymore, and I can use my fourteen massages anytime I want, but it costs $20 a month to do that. Twenty bucks a month to use the services IVE ALREADY PAID FOR. Man, they saw me coming. A little bit more of my basic sense of trust has been chipped away. Massage Envy. Don't fall for it. read more

I scheduled a massage because my neck was hurting me and thought it might help. When I got there I filled out a medical history and put on there I had a left shoulder bankart repair. However, when getting my massage the masseuse hurts my shoulder and when I told him I had previously had surgery on that shoulder and to please be careful he seemed surprised, but apologized. When I was done I asked the girl up front if they look at the health history and if not what is the point in filling one out. She got the manager who apologized and offered a heating pad. I explained I just wanted to get home and ice not only my neck now but my shoulder as well. She stated again she was so sorry and she would talk to the masseuse. She also said she would call and check on me later in the day, but she never did which didn't surprise me. Even though I was hurt during the massage I still paid for it, they never offered any amount off or to comp it. I was in too much pain to argue my point, so I just paid and left. I called my husband crying because I was so mad that I was now in even more pain than when I got there. I won't go back. read more

I had a great experience here. Booking was easy and professional with a confirmation phone call the day before. Derik was my therapist and he did a great job read more

Scheduled my 10:00 for Sunday morning. Showed you early as requested. Went in at 9:50 to find out my therapist called in. After my 45 minute drive I was a little frustrated. The compensation offered was a $10 add on for another day. Glad I didn't buy a membership! First and last visit. read more

Made appt. online for three people. When i called to confirm they said they saw where appt was made and email sent to us but someone forgot to write it down and they couldn't us in until Tues. it was Sun. Person on thr phone was rude and could care less. Will not get my busy! read more

Pros: I received a gift card for my birthday and wow it was an awesome massage. I must say one of the best massages I have had in a very long time. My therapist was Rho. She was awesome, so if you like deep consistent pressure you should try her out. Again, the best massage in a long time and I get them fairly regular. The staff was very professional, helpful, and explained everything. The facility is also nice and relaxing. Rho gave me a plan for the areas she believed needed more attention. Great. Cons: After the initial discounted massage the price shoots up tremendously. It's about 25 dollars more for an hour massage than with most professional massage. That is unless you sign up for a membership. The membership gives you one massage or facial per month for only 10.00 more than initial discounted price. For me, the downside is I never know when or if I will have time to go in each month for a massage so I can't be that committed. Bummer. Still, an awesome massage and I will more than likely return. read more

I joined the membership program in March. Since then, I have been cancelled 3 times every other month due to someone having the flu...coincidence, I think not. When I mentioned this, the front desk was unconcerned. They don't care about you or your time. read more

Horrible service. You have to call at least 20 times to get in touch with someone & it's like asking for a kidney to cancel your membership at the 1 year mark. And when they FINALLY pick up the phone, the person on the other end has a bad attitude. I've had it with this place. Don't do business with them. read more

Amazing Place! The staff is so nice and professional. I went in to purchase a gift card and walked out with a membership. I've enjoyed each month. Clay is the absolute best. Amazing Hands read more

I called to schedule me and my husband separate massages we show up and they have us down for a couple's massage (not that big of a deal). We were suppose to have 90 minute massages ( I timed it, it was 72 minutes) Massage was okay but for sure not the best. I informed receptionist on my time shortage and she wasn't concerned. We won't be back. Stone School is cheaper and they never cheat you on your minutes. read more

Massage Envy, Tyler double charged me for massage services debiting my credit card an excessive amount twice. This location took their own liberties with my personal information, picking and choosing from different credit card numbers they had on file for me and my family members. Renee at the front desk randomly ran two of our cards without our knowledge or consent, for a charge not even warranted. Manager Channing (a very unprofessional lady) supported this fraudulent use of my payment information {stored in their system for the purposes of future booking confirmations only in good faith} and was very rude when I tried to call in to address this misuse. I have a complaint forwarded to corporate, and the charge is being investigated by my credit card company. I don't know how much the owners are involved in monitoring their employees, but they need to really check on how their people are running the show! No authorization, no knowledge, no signature - nothing from me before Renee decided to arbitrarily run our cards, manually inputting a card I didn't even want to use at all! This is a very dishonest crew running a horrible franchise ~ be aware!!! Thought we would have a great experience under the Massage Envy umbrella, but not the case at all. Will never go back again, and strongly recommend choosing other massage establishments in Tyler. Also massage times are always inexcusably and significantly cut short. Renee (front desk staff) is so odd during any conversations, and I always feel awkward and uncomfortable talking to her. She makes weird comments, is loud, in your face, and is annoying to deal with. Interesting to note I'm not the only one who had an unpleasant experience with the staff at this location (seeing all the one star poor reviews). Wish I had read the reviews before our bookings, red flags everywhere! There is just no room for such ignorant ways of practicing business amongst today's establishments! I mean we will simply communicate bad experiences, resolve, and find better places. read more

Signed up for membership for pricing deals. Had 2 below average massages. A 3rd massage was scheduled and after arriving I was informed the massage could not be done because I had taken pain meds prior to coming. The staff humiliated me discussing my situation in the lobby in front of others. I will never go to this place again. My membership was canceled at my request after being told a different story by every staff member. I reported the issue to the regional director who was very apologetic. I have yet to hear from the owner who promised to call me. It has been 12 days since the incident. read more

First, the hour massage was 38 minutes, the massage had no flow to it. The therapist often felt as if just running hands around, no pressure even after telling please more pressure on two occasions during massage. At check in and check out desk clerks inattentive except to pressure you into buying a membership. It was the worst experience I have had! I did send in a complaint with no return reply. read more

Very disappointing. Was considering becoming a new member because the monthly membership cost was slightly lower than my current massage plan. Thought I'd get one massage and go from there. I scheduled an appointment on a Thursday (first time). One hour before scheduled appointment, I receive a call that the therapist Carly to whom I've been assigned is having "back" problems and my appointment needs to be rescheduled to sometime "next week." I explain that I'm a new customer and it is not necessary that I see that particular therapist, any will do as long as they meet my preferences. So, I am rescheduled for Monday morning. Again, one hour prior to my scheduled appointment, I receive a phone call that this second therapist Ann is also experiencing "back spasms" and unable to keep my appointment; they need to reschedule me for later in the week. I tell them this is the second time this has happened whereby the assigned therapist is experiencing "back" problems and I'm pushed off the books without even an offer for another therapist for the same day. There was no apology, no attempt to keep me interested... just a simple "oh" when I said this was the second time I was cancelled. I'm very sorry for the therapists' medical issues, but I simply asked to be removed from their system. I will be staying at Identity Spa--- was seeking to leave because of the slight difference in cost... but, as the saying goes-- You get what you pay for! read more