Very poor customer service. I called to schedule a one hour standard massage as listed on the gift card I received. Was told that it was only good for the monetary value of $55, which is not listed anywhere on the card or the gift card holder. Was told that anyone could have wrote the value in and they usually leave it blank. My response was, why would a business leave the value blank so that anyone could fill in what they wanted? I went on to mention that maybe their reviews were a reflection of their business practice in which I was hung up on. Extremely unprofessional way to handle business. read more

MassageLuXe - Gift card for 1 hour standard massage. - Day Spas Near Me - Edwardsville, Illinois

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An hour massage is about 35-40 minutes long. The front desk staff is not educated upon policy. They said you can sign up for the family plan and get as many massages for free for the month. It's $120 for family plan, $10 for the first 2 massage, and the rest are free. Was not true. You get two free massages and then the others are discounted, not free. They did want to make it right. They just said sorry as they charged me close to $200 at the end of the month. I will never be back or recommend anyone to go there. They are not flexible and did not try to make it right. The masseuse's were really nice. Only positive thing I could say about the place. read more

I've had quite a few bad massages here and yes communication can be maddening (like when I booked a specific facial and told them I was paying with gift card at check in, waited in the waiting area and proceeded, I was undressed on the table before they told me my gift card didn't cover that facial.) Came in one last time to use a gift card and let me tell you, Gina is this places saving grace for me! Great communication, great massage, personable and treats you with great customer service not just like another one in the lineup. read more

went in for glyco peel and reveal! i was told they have change their peel to a mask? flyer should be changed and website! i have masks at home thats not what i came in for! she kept pushing seaweed facial i stated no thank you thats not what i booked! then i was told it would be a half hour if i choose this glyco peel not the hour! i stated no, i called and researched online it is a one hour facial! she did an hour session, but that she would do a different peel! okay! she did not removed any dead skin when finished, pores were not touched to clean them out, very dissatisfided!!!! don't waste your time they need to stick with massages. skin wasn't smooth and revitalizied or refreshed much at all! pick somewhere else for facials! it's just sad. read more

They finally convinced me to sign up for the monthly massage plan. I was told when I signed up that I could cancel it anytime and that any massages that we accrued, we would be able to keep and use. After two or three months I did end up having to cancel because we weren't able to get in as often as we would like due to our work schedules. I called to cancel. The lady tells me that I will have to pay five dollars per month to freeze my account to be able to use the massages that we had accrued. my husband makes an appointment for a massage goes in and they tell him that we have to pay for the massage. So I went in and talked to someone and she says oh well we can give you a deal and have you pay $30 a month to put the account on hold until you use up all the hours that you have accrued. A few weeks later I make an appointment because we had accrued at least 11 hours. Keep in mind that they would still charge me $150 a month so I would have to call and let them know on two occasions that I had canceled and that my account was supposed to be on hold or on freeze until we used all of our hours. so when I go in for my hour and a half appointment that I assumed was with my accrued hours, I go to give my masseuse a tip and they tell me my visit is $200. Of course I'm upset but I hold my composure go over everything with them that I've been told over the last two times that we visited and all she could do was apologize and then tell me that they were under new management. I didn't know what new management had to do with the fact that if I was in a plan and accrued hours, I should be able to use those accrued hours. I will NEVER visit this place again and I do not recommend it. The only good thing I can say is that I did receive great massages at this place but if this is how they do customer service never again will I return. read more

I went in for a one hour deep tissue massage & before he started he asked if there were any areas to focus on? Common question. I said neck and shoulders. That's all he did. Before I knew it, it was over. Not sure how long it lasted. Told the hostesses up front, they said he came from a different location. They asked if I wanted to make another appointment? I said no & that was it. Not returning. read more

I was told at the last minute that my therapist called off. I was already in the store filling out my new patient paperwork. After reading through all of the negative reviews I felt that this was a sign not to reschedule. I will probably take my business to a local salon and spa like Sage, where they don't waste other's time. read more

I appreciate that they had an opening on the schedule today when I called, but maybe they're not booked because (some of) the therapists are not in demand. I scheduled a 90 minute massage so I could not only enjoy the relaxing part of the massage, but also have them focus on 2 problem areas - my pecs (when your shoulders start to curl forward from so many hours on the computer) and my feet. The therapist asked what problem areas to focus on and I told her those 2. I was really surprised when she rubbed each foot up once 3 times (yes, I counted) then wiggled my toes. That doesn't count as a foot massage - even my husband knows that! Then she never even touched my pecs. So why ask what the problem areas are if you're just going to do your own routine? Disappointed. read more

Boyfriend paid $280 to get 1 hour massages that actually lasted for probably 27 minutes & that's being generous. And I quote "I paid $280 for us to get poked for 27 minutes"... wouldn't recommend to anyone. read more

Sara V. at the Edwardsville location is a great massage therapist! And the facials are nice as well. I just wish they had a hot tub, steam and sauna, then I'd be there all the time! read more

Do not waste your time at this location. EVERYONE inclusive of the General Manager, Micheal is rude, ill-mannered, and distasteful. I had to cancel due to a huge emergency. With no concern for the customer, Andrea the Edwardsville Massage Luxe associate,rudely stated I would be charged for the time I wasted on behalf of the therapists, and stated I cannot book at their location going forward. I was absolutely outraged because my emergency was completely out of my control. Emergencies happen... THATS LIFE!!! The general manager then calls the location closest to me to tell them to not book me as well. Yet Micheal did not know I am a frequent customer at my location, and of course they told me what Micheal stated. I am a faithful, paying customer and have 11+ hours on my account. I was unable to book at my usual location due to no openings being available at the time, but I will definitely NEVER waste my time to schedule anything at the Edwardsville location. You would think people would show a little concern and leniency for humanity given we are in a pandemic!!! read more

Hard to make appointment because of availability. The last time I visited there was a lot of noise...I could hear loud talking and other noises which made it difficult to relax. Final straw was that HSA card had expired and my membership payment had not processed the month before. No one let me know until I arrived for my appointment. They wouldn't allow me too keep the appointment and call in with my new form of payment after the massage. I didn't have time to drive home and back before the scheduled time. I cancelled the membership. Hardly worth it if I cannot get an appointment and the front desk service was so unhelpful. I think that the therapeutic staff is great though. read more

Terrible!! The manager is so rude and when u pay for an hour massage, that what you should get. Instead it was only 25 minutes.

0 Stars. Poor Customer Sevice & OK Therapist. We had a membership and were told our credits won't expire upon cancellation. The manager "couldn't do anything" to keep us happy or win our loyalty (years of money spent too). We also had a few recent 7PM/8M massages that were supposed to be an hour but the Therapist must have wanted to watch the news or Bachelor because the time of massage was around 40 minutes total. I DON'T RECOMMEND THIS PLACE. GO TO THE FOUR SEASONS STL FOR A REAL MASSAGE EXPERIENCE. THEY BASICALLY ARE ALMOST THE SAME COST. Side Note: A business can do anything WOW a client. Luxe used the generic line "we can't do anything" which is actually the BIGGEST OPPORTUNITY to WIN or RE-WIN a client for LIFE!!! read more

HORRIBLE!!! I do NOT recommend Massage Luxe- Edwardsville. The manager is extremely rude and will do nothing to make the customer happy. We had a membership problem and he wouldn't even try to resolve the issue. Very rude and did nothing in his power to help. They train their staff to just get people signed up for memberships and do not explain cancellation policies or anything in the fine print. I do NOT recommend going here. You will be disappointed and the staffing and management is horrible. Also, they just want to take your money. I wish I could leave 0 stars. read more

All of the staff have been very friendly. Sometimes hard to get an appointment with little notice, but I suppose that speaks to their popularity. I have seen quite a few of their massage therapists, and Gwen is by far the best! I did not want to leave. Ask for her and you will not be disappointed! read more

I had a membership, needed to cancel due to time constraints and hard to get a appointment on short notice. They talked me into freezing my account. I did. Well time is a commodity in my life right now. So I went in to unfreeze my account and close it. This is what I got. 3.80 unfreeze your account charge, three hours in the bank which I was going to give to friends. They told me they would have to pay 20.00 to use my hours each and I only have 60 days to use them. Why should they have to pay when the hour is already paid for. By the way we have a opening today for you to use one. Really!!!! I will never walk in that place again. They are all about the sale. read more

One star because greed vs common since. If you purchase the monthly billing you gain hours every month. I first thought I would let them build and gift them. Oh No - the policy says you can only gift an hour a month. So if you have paid for and built up 30+ hours you can't give them away. If you cancel the monthly payment you lose all hours, unless you pay 18.00 a month to use your hour already paid for. I asked about possibly gift to first responders or veterans and only the one hour a month could be given away. I could not change it into gift certificates. So, here a thought on customer service and not being greedy as a policy makes it. If someone pays for hours you let them decide how they want to use them or gift them. They told me this is not just and EDWARDSVILLE IL policy this is how all MassageLuXe operate. And some people wonder why business is slow or we can't retain business. I could be the only caught in this web, but it's worth letting people know the policy By the way the workers are great at what they do. read more

GOOD LUCK!! I had a membership with them and it was a TERRIBLE mistake. I moved and there was a different Massage Luxe near my house and they of course honored my membership (because it meant money for them) but when I tried to cancel I had to drive over an hour to the Massage Luxe (Edwardsville) that I signed up with. After canceling, my card was STILL charged "on accident." I have given this place HUNDREDS of dollars in gift cards for my loved ones and every time they redeem them the staff is rude and not professional. Their customer service is HORRIBLE! Stay away!!! read more

0 STARS. Poor customer service. My $20 tip turned into a $40 charge with no explanation until I called the store twice to finally get an answer. If you cancel your membership and select giftcard option be sure you have your appointments booked well in advance bc otherwise you'll have to pay $20 to use the 1 hr massage you've also already paid for!! They claim that this is their policy but yet the staff seems to be unaware of it. And don't even bother with customer service in the store they hung up on me instead of transferring me to the manager. read more

This is the place where you can really relax! If you had a rough week or tired and body sore this is the go to place. Everyone is very nice amd attentive. They provide great service. Definitely going back to this place! read more

One of the best premier SPAs in the area. The staff and management are very professional. They are proactive and put their customers and employees first. I feel revived and relaxed everytime I go there. Fully worth the monthly plan. I also give gift cards to my extended family and friends and they all love it. Some of them have also become members. Keep up the great work ML Edwardsville team! read more

Massage Luxe continued to deduct money from our credit card for the monthly membership fee during the coronavirus closure. We tried calling and sent e-mails with no response. We assumed that when they were staffed again we would get the fees credited back to our card. Told by district manager no since we didn't contact them immediately. No one would answer! We have high risk in our family so my husband is unable to use these added massage credits. This company is acting very poorly towards their long standing customers. read more

This was first experience getting a full body real massage. My masseuse, Johnathan, was very helping and more than accommodating. He was very curious and really insightful into keeping his customer relaxed. The place was very clean and soothed the senses with relaxing music. The aroma and the dim lights put me into total relaxation. I would recommend coming here if you want a short, relaxing getaway from the everyday stresses of life. read more

Im sure they can fit you in their overbooked schedule about a month from now. You would think that if your book is this full, you might expand your business to meet your clients schedule more appropriately. I spent hundreds of dollars in gift cards for christmas presents and no one can use them because theyre not able to plan weeks or a month from now. Today is Feb 12th and their weekend schedule is booked through end of March, and weekday evenings arent available until the last day this month. Very disappointed. read more

I am still in shock , i have been charged a monthly fee throughout the whole Covid Thing! I called them today and asked them if i was charged and they told me yes and you have over a 4 Hour credit. I told her i had no idea when i would feel comfortable coming back and she said i can put your account in a freeze and you will be charged a monthly $5 fee and then to unfreeze it another fee. They will also charge you your monthly membership fee when you come back. I can't believe that a business would take advantage of the customer during a pandemic like this . How is this considered not stealing from good paying customers? It is really useless for me to think i could ever use these credits up. I am so disappointed in Massage Luxe! They are thieves! read more

Massage was ok, but was kind of creeped out by the guy that did it. Now I'm extremely creeped out after seeing said massage therapist in the news for playing grab-ass with clients at this exact location. Gross. read more

Went here for a couples massage everything went really good I like the modern look and feel of this place. We had an hour massage that was excellent we are going back next month for another. Also they have a water bed that you do after your massage is over and its a water massage which was cool. We will continue going here for sure read more

Wow! Had a couples massage with my beloved bride (her idea; brilliant woman, surprised she married me). The facility is beautiful, the staff is professional while also relaxed and inviting. The HydroLuxe water massage bed is an incredible precursor to the actual massage. Christie was my therapist, Lyndsey was my wife's, and they were both amazing. I highly recommend their services (in fact, I referred a friend this evening after our massage)! read more

I LOVE the Massage Luxe in Edwardsville. I have received many, many massages all over the world, including some from world class spas, and Christie is the best, hands down. I wish I could go every week! read more

I have been a member for over seven years. I have not had any bad experiences. I've only had to be rescheduled by a therapist one time. That has been my only inconvenience. I have liked all of the therapists. They have different styles so if you don't care for one therapist's style try another. read more

I recommend not signing up for the membership. I canceled​ I went into the shop as I was asked to do, used my last hour and I thought everything was done. It was on a credit card I didn't use much so I didn't realize charges were being added to the card, next thing I know it is 6 months later and I am receiving a letter that I missed a payment. I had been charged $65 each month. My credit card was set up on autopay​ since I didn't use the card I didn't think I had to look at the statement. That would be my fault. But to continue to charge people after they have canceled​ their account is FRAUD. So now I am having to speak with an attorney. I had to close my credit card account and they keep saying I need to come in and sign but I went in November of 2018 and signed. read more

DO NOT GO HERE UNLESS YOU WANT BURNS!!! HORRIBLE EXPERIENCE, DON'T KNOW WHAT THEY ARE DOING! I got my fiancé a massage for Valentine's Day thinking it would be a nice relaxing experience. He had a message with Joyce, and came home with 2nd degree burns/blisters on his back!! He mentioned she used a few hot stones, and his back was really hurting and asked me to look at it. He pulled up his shirt, and had several patches of severe inflammation and blisters! I am a pharmacist so I tried to treat them with several topical products we have at home, as he is in significant pain and even woke up during the night due to the pain. I called Massage Luxe the very next morning to express my concern and they didn't even apologize. Josh the manager even denied using stones, saying "they looked at the cameras in the hallway." That's all Josh the manager kept reiterating, even suggesting maybe my fiance went and had stones somewhere else. I told him no, he did not go and get a second massage somewhere else at 8:30PM after just having a 1.5 hour one at their business! I can't believe he even suggested that. I guess denial is one way to deal with customers as a nonreputable business. Josh did not validate my concern or even express any apologies for the horrible experience. I am very concerned for anyone else's health that may go to this very low quality facility. Don't do it! There are plenty of other places in Edwardsville with MUCH better skill and customer service. I feel so bad I got him a gift certificate there. Shouldn't have assumed because it is a massage chain they would actually know what they are doing. Never again. read more

Great therapist. I will be canceling my membership for sure. Message Luxe, business practices suck. When you need an appointment you can't get in for sometime up to over a week. I have 14 hours banked, front desk tells me they can't get me in for 4 days. The reason I became a member is because I had a 3 disc fusion in my neck. This WAS pain management for me. DONE with this shit. read more

I've been a member for years; the last two times I've gone to this location, my massage has been short changed. Last night my appt was at 8:00. I arrived at 7:40; the therapist came and got me at 8:01. After a very brief consultation she left the room and I got ready; I felt like I had been laying there for quite a while and looked at the clock and it was 8:10. She finally walked in the room at 8:11. Her massage was very good; I'll give her that... but then she finished at 8:51. I mentioned it was a short massage; her response was 'can I get you a cold water?' I mentioned it to the front desk staff; one asked if I would like to leave a tip and the other asked if I'd like to book my next experience with a different therapist! Seriously, I was in the lobby at 8:55 - they knew my hour was shortened! All they were worried about was getting off work at 9:00 and getting me out. I tipped half of what I normally tip because I did not get a full service. And the staff did not care. POOR customer service! read more

I have had many massages at this location before with most of them being great. However, I went for a hot stone massage a few days ago and it was terrible. The actual massage itself, when she was actually massaging, was good but she walked away from the table so many times that I starting counting how long I was actually massaged before she took her hands off to walk away. 40 secs! massage for 40 seconds and then walk over to the side table and mess with the stones, this went on for 50mins so my massage was really more like 35 mins broken into 40 sec sessions it was beyond distracting. read more

I have written to MassageLuxe once before about 2 months ago and never heard a reply. Here is the message I just sent and hopefully someone will get back with me. "I have written this message once before and did not receive a reply. Well, I will write it again because it just happened. My wife and I have been members over a year and in the past year, we have had 6 mishaps from the scheduling people at the front desk. My wife and I always book at the same time and they write down our appointments and we typically book 2 appointments ahead of time and do these every 2-3 weeks. When we show up, we find out that one of our therapists either did not show up or we were not put on the schedule. We do not get an apology. The last time, I had booked a 90 minute massage and they did not tell me the therapist did not show up so they eventually gave me another therapist 20 minutes later. They still charged my account for 90 minutes. Today, we were ready to leave and realized my wife did not get the confirmation call nor email - she called and, as usual, they only booked me and not her. Of course, it will be 3 or 4 weeks before we can get in again and they continue to charge my credit card. If I do not get some apology and/or something for all this hassle, I am going to go on local media and speak out agains Massage Luxe in general and the Edwardsville location." It is hard enough to book an appointment with them let alone have them actually follow through on the appointment. If the therapist does not show up and you don't get the full time, they still charge your account the full amount. They really seem to struggle setting up appointments and keeping them. The massages are good, it is just the management and front desk that struggles. read more

Definitely don't bother with the membership. It's hard to get appointments, and it's a revolving door of different therapists so I never could find a good one that I could see regularly. Massage Envy is much better, and they allow you to gift your credits to other people if you can't use them. read more

I love working here. I've met the most amazing people. Made alot of friends. It's just a great environment

My experience with the front desk and management has been a nightmare. They have poor customer service and professionalism. The same mistakes keep occurring and no reprimands to individuals making the same major mistakes. Messing up clients billing and scheduling of their appointments is not some small mistake when it happens frequently. This happened to many times to where I canceled. They also lack respect for their other employees and therapist. I was in for an appointment and I over heard some chatter from the asst manager talking to another employee about inappropriate affairs regarding another employee that was extremely unprofessional . I also thought it was uncalled for how I witnessed them speaking to their fellow emplyees that assume isn't liked or friends with them. Who knows. I'd hate to work there is all i have to say. read more