I made an appointment for 10 am and spent 45 minutes driving there, only to be seated in the waiting room until I checked with the front desk at 10:15. To my frustration, I discovered that the massage therapist I was booked with was on a scheduled vacation, leaving me out of luck. I had to reschedule after taking a day off work for the appointment. I paid a babysitter for nothing, and this was a HUGE mistake on their part and an even bigger inconvenience for me. We'll see what the owners offer. read more

I like this location. I was greeted warmly and shown to the waiting lounge. My massage with Melissa was one of the best I've ever had.

My appointment didn't go through online, i totally understand tech errors so I wasn't upset but they were actually able to squeeze me in within 15 min after the appointment I tried scheduling for so it was very thoughtful! They were so apologetic but so kind. read more

I've always had a great experience here! The people that work at the front desk are friendly and helpful, and I've gotten three massages and they have all been amazing and so relaxing. read more

Horrible experience! Don't waste your time. Took forever to get an appointment for 2 (birthday gift) only to be rescheduled to a month an a half later... Then told us that my cousins appointment was cancelled (once we arrived!) because their staff didn't take her phone number. They were apologetic that day but when I called back to reschedule, Jen, was rude and blaming me for not giving my guests full information and hung up on me! Don't waste your time at this location!! Also I had a gift card that I will be working on getting a refund ! read more

Rude customer service if you can even get in. I'm over this place dealt with them on 3 occasions. Because of the 2 poor experiences I will extend grace and stay away. I'll bring my buisness elsewhere thanks read more

I've been a member for years. Always had a good experience with the therapists. Tried to cancel my membership, not easy. Later, I went to use remaining hour with them and they tried to charge me for it. Claiming that Sami was not longer a member, I had lost my prepaid hours. They were sued in the past for this practice. Yet they still try it. Firmness wins. read more

I have been a loyal paying customer for almost a year.. I signed up for the membership in Florida. I just recently moved back to MA. I have 3 credits I have not used and decided to call and make an appointment for an hour massage and an hour facial at the West Springfield location scheduled for last Thursday September 5th. I received a 2 voicemails that day, September 5th calling to let me know BOTH appointments were cancelled because BOTH employees called out of work. Now if I were to cancel an appointment myself same day I would charged 50%. I called the west Springfield location and explained my frustrations to them and asked for either a credit, facial products, or a gift card... something .. for the huge inconvenience and disappointment. I also asked to speak to the manager because the receptionist told me there was nothing she could do for me. She then told me the manager was busy but she would leave a message to have her call me back after 5pm when I got out of work so I would be able to answer. She never called. So I called back the next day to find out why the manager never called me back and what they were going to do for me to compensate for the inconvenience. The receptionist told me that the manager told her to relay the message to me that there was nothing they could do. That is an absolute ridiculous response because yes most certainly there is something you could do and she couldn't call me and tell me herself? And no one relayed any message to me because I was the one who called them back because I hadn't heard from anyone. I then proceeded to reschedule for this Thursday September 12th- a 1 hour massage and 1 hour facial. I received a phone call this morning from the receptionist telling me they had to cancel my massage for the 12th AGAIN. Absolutely ridiculous and unacceptable business and work ethic. She offered me a free 30 min massage and I told her that's NOTHING compared to the time I lost with three appointments that were cancelled. It was the same employee named Laurie/Lori that was supposed to do my massage.. I was also informed she has given her 2 week notice so clearly she could care less and is already checked out of her position with Massage Envy. Save yourself the time and frustration and avoid this place at all costs. Never not once did I experience anything like this at the location I went to in Florida, but from previous reviews I am not the only one this has happened to. And then they want me to try and come in and relax during a measly 30 minute massage. GTFOH. read more

Therapists are very good and accommodating when you can manage to get an appointment. I have had appointments scheduled several months in advance and out of 6 months I have only been able to get into 2 of them. A week before they keep cancelling the appointment. And of course within a week you can't get it rescheduled. Absolutely no concern for their customers at all. I have asked to have the business manager contact me. They never do or "they are unavailable". Horrible horrible service. DO NOT get a membership at this location you will be very disappointed in the service. read more

I had a 60 minute message with Lori it was the worst message I have ever had. I even told management to complain. It was a complete waste of my hours and time. Was not offered anything. read more

I once again have experienced horrible customer service from this location. The front desk staff are not customer service oriented at all. The primary function of the front desk employees at massage envy West Springfield is to rope you into a contract, so your card will be billed monthly and they can treat you crappie when they make mistakes because now you're in a contract for 12 months.... read more

About a year ago, I went in for my first facial at Massage Envy. I knew the aesthetician and she was excited about this company. Although my facial was glorious; the atmosphere was extremely high pressure. Clearly the business is built on the idea of memberships and the sales pitch to purchase one was not spa like at all. Assuring me that the sales pitch would not be as high pressured, my aesthetician convinced me to give it a try again, When I showed up for my appointment, I was told to go into a room, asked to move out front, and then asked to be spoken to outside. In an awkward conversation the women speaking to me told me that I would not receive my facial, she apologized for making me coming down, she acknowledged it was awkward that she did not call me, offered me points for a massage and hoped I would come back to use my points. In a years time my two experiences have not been very spa like. I would much rather go to my usual spa, where the experience is serene, peaceful and worth every penny! read more

I went into massage envy around 6pm on Tuesday, February 25th, 2020 for the first time ever hoping to book an appointment. There were two young women at the front desk- one greeted me as the other was busy on her cellphone. I was informed that he business was "by appointment" only which is totally fine. I booked an appointment for 2 days later on the 27th. The girl who took my info at the desk (white, glasses, brownish hair) asked for a CC to "hold the appointment... but you will not be charged". I gave her the CC thinking it could be used for pay/ tip after the massage. She left me a VM on the 26th to "remind" me about the appointment. On the 27th I had to cancel and called the shop as soon as they opened. I called 4 times and no one answered despite it being operating hours. I finally left a VM hours before my appointment indicating that I'd be canceling. The "business manager" (Melissa?) initiated the conversation with a super awkward and backpedaling "OF COURSE I TRAIN ALL MY EMPLOYEES TO INFORM CUSTOMERS OF THE 50% CANCELLATION FEE". Well, guess what? Your employee (perhaps new? Tired? Untrained?) did not inform me of any fee, in fact she said just the opposite. I wasn't even given paperwork or pricing re: the massage. In fact, there isn't even anything clear on the ME website about fees or pricing. Your employee called me and even then didn't mention a fee (I have the VM to prove it). Melissa kept insisting that she trains her employees to ALWAYS TALK ABOUT THE CANCELLATION FEE. The whole interaction was strange. She was covering her butt-- why would you introduce the topic of cancellation with, verbatim, "OF COURSE I TRAIN ALL MY EMPLOYEES TO INFORM CUSTOMERS OF THE 50% CANCELLATION FEE"? It's a weird thing to say before anything else has been said (I would've rescheduled if she hadn't clearly been trying to put her employees mistake into me). I have no time or patience for poor customer service and poor communication. Good thing my CC company always has my back-- if they try to charge me a ridiculous fee that I wasn't informed of, it will become a much bigger issue for ME. I'm from NYC where a certain level of tact and honesty is expected from businesses. You don't make it otherwise-- it's unfortunate that this place can hide here in western mass. Melissa and ME are dishonest and lack integrity. Avoid at l costs and support a real small business for your self- care needs. read more

I've been a member since they opened and have really like everything about them and the services they provide. My wife and daughter went in a few weeks ago for a massage and facial, they loved it and couldn't have been happier. I went in two weeks ago for my monthly massage and again had a great experience, the staff is so friendly and professional. My massage was awesome. thank you and keep up the excellent work read more

My massages with Bobbie have been wonderful, but the front desk is like dealing with snake oil salespeople. SELL, SELL, SELL. And then change the terms. I've been arguing with them, and yesterday, I asked them whether they'd prefer a happy customer or a pissed-off one. Apparently, pissed off is fine with them. On the phone I specifically asked for my monthly massage and how much it would cost to change it to 90 minutes (which really means 80 minutes) from 60 minutes (which BTW, is 50 minutes). When I got there, it was a whole different amount--higher, of course. I asked why they hadn't told me the story on the phone, and they had some lame excuse about how they'd have to go into two different screens. WHAT? Isn't that--what's the word?--their job? Lazy little twits. It may cost more, but for goodness' sake DO NOT FALL for the year-long contract. I've had less pressure buying cars. I'm going to insist that they go into one of those screens and type, while I watch, "DO NOT AUTO-RENEW," and then print that out and give me a copy. read more

Had a wonderful experience at the West Springfield location - Chris was great, and helped fix my neck which had been stiff for weeks at the time! read more

Zero Stars! A gift card that was purchased as at Christmas was lost. After months of searching without finding the card we called for help. We were told they would not give my wife the massage I paid for without the card. If we find it does not expire. All they have to do is credit our transaction and reissue a card but they refuse. So much for customer care! We will be going elsewhere. -Brian Sears read more

This is one thing I do for myself to keep myself migraine free and feeling great. Strongly recommend. Josiah is amazing at working my neck and shoulders which helps me avoid migraines. He is able to explain the how the various muscles connect... and how posture and tight muscles can lead to problems; however, he follows the client's lead. If you do not feel like talking, he doesn't talk. If you ask him questions, he generally has a great answer. I also enjoy the new stretch routine and find it helps me get more out of my massage. I always leave feeling better than when I went in... read more

Recently went to receive a massage using the introductory price. No complaints about the facility, it was pleasant and very clean. The massage was very nice with Marquese. Very awkward high pressure sale after that really took me a little by surprise. They are in the business of selling memberships, but it really took away from the whole feeling of relaxation.I would have liked to have used this as an occasional, convenient location to enjoy a massage but now am turned of my the sales pitch. It would be nice if they could cater to those wanting a membership, but also those wanting to use their services "when desired" occasionally. read more

*INSIDE SCOOP FOR FUTURE EMPLOYEES AND GUESTS* I was hired by this location as a wellness consultant. I thought it would be right up my alley considering the fact that I am currently getting licensed in esthetics and my world revolves around health and wellness. Unfortunately, I was unaware that this place's main goal is to gain as many "members" as they can. I did three days of 5-9 hours of at-home training, and then a week of in-store training. When I started the training in-store (with 2 other new hires) I learned more about how to sell a program and overcome objections than I did about how to run their scheduling system, the types of services they offered, and how to effectively "customize the guests experience". They claim that this 15 minute pre-chat they conduct with new guests is to better customize the perfect massage for them, when in reality it is to find out anything and everything that might stop that guest from signing up for their membership. While in your service, the front desk is brainstorming on how to break through any objection you have to paying $60 a month for a one hour massage. During training we sat in a vacant therapy room where the MANAGER/trainer proceeded to eat food on the beds (I had to clean up her crumbs before we left because she didn't do anything about the mess she left on the sheets), smoke her e-cig IN the room and continually remind us not to tell the owners about it, and spend more time saying horrible things about all of her employees than actually training us on anything. The other manager showed us how to do "rounds" to keep up the cleanliness of the spa, which seemed to be going well until we got to the bathroom where she used ONE Lysol wipe to clean the toilet in this order: inside bowl, outside bowl, under the seat, on top of the seat, on top of the lid, on top of the tank, and lastly the handle. USING THE SAME SIDE OF THE WIPE FOR EVERYTHING. This is the most disgusting thing I've ever seen, especially in a spa where cross contamination is a HUGE no-no. As for anyone thinking they might love to work at this massage envy, let me just give you a quick example of the type of people that own this location. The day before our first day of training a fellow student and new-hire lost her FATHER. She called to speak with the owner seeing as she would need to miss a few days of training to set up funeral arrangements and mourn this horrific loss. When she spoke to the owner's wife about it, the response she got was, "you might want to reconsider how important this job is to you then". Because she needed to deal with her FATHERS death. For someone who owns a company in the health and wellness industry, they have no compassion for anyone. I was late for school twice already in 3 days because they couldn't stick to schedule that was agreed upon. By the second day I was sobbing after work and dreading having to go back there because it was so far from the spa atmosphere I expected. If you miss one word in the program or phone script you were treated like an idiot. At one point the managers mentioned that they constantly had a revolving door of employees and when I asked why they thought they couldn't retain any employees they responded, "I'm not sure, why don't you tell us in a few weeks?". Quite the dig if you ask me. Before this I had managed a cosmetology and esthetics school as well as taught a class on customer service and front desk etiquette, yet I was treated like a dumb 16 year old that had never done anything but work a drive through. I was constantly picking out their horrible practices and by the end of the week couldn't take it anymore and quit. I knew I had 2 weeks until I would receive my pay for the training, and was assured by the owner that he'd be in touch with me on how to get my check. After about 5 emails, two stops by the store, and 2 phone calls later I got ahold of him where he pretended to have no idea who I was even though I had talked to him via email about 4 days prior. I stopped in yesterday to pick up my check and they said they didn't have it. When I talked to him today he said it was mailed out TODAY. So basically they lied to my face about not having my check. The ownership of this "spa" is by far the worst I have seen in a franchise to date. They are insensitive, fake, selfish, and hypocritical. I hear the massage therapists are great, but watch out for the car sales approach to being a guest here. I thought the spa was about improving lives, not selling a membership. read more

I received a gift massage from my daughter. The facility is located off 91, is easy to find and is very clean and has a soothing ambience. The reception was friendly and professional. I had a one hour massage with Matt and was very pleased. His massage was intuitive, well paced and the pressure was perfect.I felt absolutely relaxed and wonderful afterward. Recommend! read more

The staff is very rude and have no idea of what customer service is. I had a 12 month contract which I could not wait for the last month to end. I have experienced two therapist that I became comfortable with which left and was stuck with a man that talked throughout the entire 60 minutes that was not relaxing at all and a woman that had the worst breath. The Manager/ owner did try to solve the problem but the staff in the front and that answer the phones are terrible. read more

I love this spa. Great and friendly staff and fantastic massages. My husband and I are both members and go regularly each month.

As a long-time enthusiast of massage therapy, I am absolutely thrilled that a Massage Envy Spa opened in West Springfield last year. Over the past 25+ years, I have been receiving massage therapy from a variety of places and therapists. I had discovered that massage was an important and extremely beneficial component in helping me cope with crippling arthritis as well as the pain and stress associated with this type of condition. I was sold from my very first visit to ME. Other so-called "spas" were either in someone's (musty) basement or a in a room within a hair-dressing salon. This place has very soothing, CLEAN surroundings AND bathrooms; a friendly, helpful and knowledgeable staff, and a number of wonderful massage therapists available for any time or day of the week which is very convenient for me. However, I've noticed that since they have grown and become so busy, I am not always able to get the appointment I want so I try to book it while I'm there after my massage. I became a member after my first visit last June and look forward to my massage every month! During this entire year, I have never experienced or viewed any of the "complaints" from another review. Sounds to me like sour grapes... read more

From the minute I walked into Massage Envy I felt relaxed. There is a lovely purple wall behind the counter and soothing music playing. The fountain on the wall bubbles softly and provides a relaxing ambiance. Everyone I encountered, from the front desk staff (thanks Leah and Nicole!) to my incredible massage therapist, Alison, was AWESOME. Upbeat, friendly, knowledgable....and you just can't beat the price. The first time you have a massage there it's only $39. Afterward, they have a very affordable membership that is less than $60 a month for a massage. Not bad at all! I would definitely recommend this place. I'm a member and so is my husband! read more

Went to use my gift card and after they reviewed my questionnaire they informed me that I would have to have a Drs ok. What kind of massages are they giving there. My issue is with my back so even if they did not touch my back they could have offered a facial massage or some other kind of service they provide but they didn't. I did not want to have to pay for a Doctors visit just to have a massage. I told them I wanted a refund for the gift card and they told me gift cards are non-refundable. Won't give me a massage and wont give me a refund. In addition they were quite smug about it. I would not recommend this place to anyone!!! read more

Massage Envy Spa West Springfield is one of the nicest cleanest spa's I have been to. I have been to many me spa's around the country and they all are inviting warm and accommodating. Their therapist are amazing their front desk is friendly and knowledgeable. As far as some of the reviews I have read on here it seems to me someone just sounds angry. There are well over 1000 locations from what I know that all sell a wellness program to help people make massage part of their healthy life style nobody holds a gun to your head telling you to join. Sales will be sales and sometimes that means being able to help people see the value in what they could be purchasing. The team there truly believes in what they are selling and the services they offer. Its not always about making money its about believe 100% in what this is, these people clearly do! I would recommend ME west Springfield to anyone and tell them to form their own opinions I can say my experience was great and I love going there on a regular basis and if you try it you will to. So again if it was such a car sales man approach I don't see how so many spa's have survived this long and still going strong the people that feel this way simply wont join but there must be enough people out there that don't see it that way at all and do join and become apart of this amazing place. read more