Called because a gift card my son had given me for mother's day had expired and they would not honor it (not even a portion of it). VERY POOR business practice. I had actually had massages there previously and they were less than par. Nothing special about this place and very poor customer service. The receptionist who answered the phone sounded like she just rolled out of bed. read more

My deep tissue massage was definitely sub par. The female Masseuse "L" was arrogant and cocky. She talked a lot. She asked me if I have a hard time relaxing? I'm like no....I'm just aware of issues my body has, where pulling and tugging (dropping limbs down on the table) aren't preferred. The area I asked to be localized (back/neck) was half done. Usually masseuse's offer you water on the way out...nope. I asked her how to leave and she said - well it depends where you are going? Bathroom is to the left, and out is to the right. She is just unnecessarily sarcastic. I won't be going back. Lastly, I looked at the carpet in the room when changing back into my clothes . It was dirty and definitely needs a makeover. In my opinion, it seems that there is no manager in charge at this location. read more

Are you wondering why there are mostly terrible reviews here? Well, it's because it's a terrible business with even worse practices. The people over the phone will not give their names, you have to physically go in to cancel your membership, and they will always give you a hard time over literally anything. If you want to have an enjoyable time....don't go here. Save yourself a lot of time, money, and effort and go somewhere else. read more

DO NOT GO HERE. I went there for the first time for their 58 dollar intro deal. Massage was great once I got out they asked if I wanted to tip I said 20%. I got home and checked my bank app and it was 80 dollars. I call them and they say they base it off the non discounted services. I was never made aware so I asked for a refund which was promised to me by this man. 8 days later still no refund. I call today and they had never even started to process it. I swear they thought I wasn't going to check. They never refuse to issue a refund. Do not go there. Very scammy and gross. Awful customer service read more

I would give zero stars if I could. Absolutely, deceitful and dishonest franchise. The owner knows this and has very sweet young ladies at his front desk doing his dirty work. I've been a member for years, I've purchase numerous gift cards for people and referred friends. I was flat out lied to. Beyond disappointed. The owner hides behind those sweet girls and refuses a mature conversation about his terrible business practices. read more

Polite, patient staff, masseuse knowledgeable about pain areas in relation to reflexology. Learned alot about my body. The atmosphere was relaxing and stress free. read more

Horrible management. I bought my daughter a black Friday promotion $49 For 50 minute massage. This is exactly what the gift certificate states. There is no expiration. My daughter tried to book this massage and they pretty much told her she would have to pay an additional $60. The gift card states clearly the promotion pays for a 50 minute massage. They are refusing saying that she should've redeemed it sooner. That she has had ample time in the last year to use it. That they have had rate increases and they will no longer honor certificate. This is absolutely ridiculous. So I asked for my money back and they refuse that also , so the only way to get my $49 that I spent for her massage is to pay an additional $60!!!! Beware and I would not go there. Do not give them your money. Do not trust this location. In fact, I would not trust this whole company because they are stating that it's the whole company policy. I would give them zero stars if I could. read more

The actual service is good. The customer service is terrible. when I called to make a complaint, the lady refused to give me her first name said that they are not allowed to give out their names. Have you ever heard of company not allowed to give out the first name she was so rude and nasty. I have a big following so I'm telling all of my people not to go to this location. The worst customer service I ever had. I even called corporate left a voice messages and nobody even called back and it's been almost a week the worst customer service ever going up to corporate. And this is a massage luxe off of Van dyke read more

Disgraceful owners with an equally cowardice Spa Manager. The asian looking one specifically, because they wont give you their names so that you can address them. Read the contract carefully as they are trained to be deceitful when signing you up for membership, yet they will NOT hold up their end of the contract when questioned. I came in 8 months pregnant seeking relief and they took advantage of my vulnerable state. On my second visit, I wanted to discuss my contract privately to gain understanding and The Spa Manager threatened to call the police, on the second request. This excalated so quickly and she proceeded to emberass me infront of clients and staff. Then suggested that they owned three locations total and that I could finish out my term else where but then flagged my account to STEAL my money yet prevent me from the exchange. Thats a breach of contract. Dont bother complaining to the BBB, as the Spa manager urged me to do, they are NOT accredited and STILL manage to receive an F rating and slew of similar complaints. read more

MassageLuXe - Massage Near Me - Lutz, Florida

If you're lucky enough to get a good therapist, it's great but I've had several who are sub par. I went today for deep tissue and I would call it more of someone rubbing on lotion. I previously went to Loretta who was good at deep tissue but obnoxious. She talked throughout demanding compliments on how great she was. She tried to sell up like crazy and before I left said please give me your cash tip here before you go back up front. She literally had her hand out. Will never go to her again. read more

After coming to this business for almost 10 years i had a terrible, violating experience with someone i hadnt recieved a massage before. There were major concerning things and i called afterward to talk to someone about it. The staff is immediately bothered and impatient, they refuse to give their name, the girl takes my information and says another manager has to call me. 3 days goes by. I call again and leave a message. Day 4, i call again and im told rudely my feedback was passed along and no one is calling me back. Im told they dont speak with clients. Im told to call corporate. The website has no corporate phone or email and refers you to independently owned franchise owners. I called them back, they called me a liar. Still, no one will speak with me, they wont even give an email address to document my complaint. The girl rudely finishes with, "what is it you want us to do". Umm listen to me, take my feedback, do something with it, pretend to care at all?? I havent even asked, but you could offer me a refund. "Maam weve notated your account and we dont give refunds". There are a few really good therapists there but i cant support or recommend this business at all. read more

I scheduled an appointment for the following day, but I woke up feeling unwell. I was informed that I could cancel as long as it was within two hours, but I realized they didn't open until 9 AM. I attempted to leave a message at 8 AM, but there was no answering machine available. When I called at 9 AM, I was told I would still be charged for the two-hour window. It feels like a trap. I'm sick and likely contagious, and while I tried to alert them, I feel compelled to go to the appointment just to avoid the cancellation fee for a service I won't be able to use. If I could give no stars, I absolutely would. read more

MassageLuXe - Massage Near Me - Lutz, Florida

Deceptive billing practices - tried to call and cancel and they told me I have to come in to do it or write a certified letter? What kind of hog shit is that? Now they refuse to extend my due date 1 day so I can drive all the way up there to cancel? My massage lady was good but the managers are horrible for this. read more

I went into this establishment for the first time, for a massage (I was using a gift card). The staff was nice at first but after the massage the lady said I could get another "free" hour if I paid $5 because they said I still had a balance left on my gift card. A few days later I checked my bank statement and they charged me $59.99 for some sort of membership that I never agreed to. I canceled my membership and said I wouldn't be charged again. Come to find out I was charged the next month again!! I would not recommend this place to anyone! Terrible service, the management is awful and really didn't care. I will never be returning to this location. If I could give a rating of negative 5 stars I would! read more

One of the worst businesses I've ever dealt with. Bought a Groupon on Wednesday for a massage. I called right after to make the appointment for Friday. I show up Friday and they say my appointment has been canceled. Clearly that wasn't me who canceled the appointment because I'm here for my appointment. I asked to speak to the manager. The girl goes beyond closed doors to make a call and then comes back and says she's the manager....but you couldn't tell me that initially?? So that sounds like a lie. They canceled my appointment in error and took no ownership of that. I decided to wait to see if they could shift something around and get me in. A lady walks by me and says "this place always has issues". So then, I look at the reviews. Looks like they cancel people's appointments in error quite often. I ask for the girls name and the corporate phone number. She says she can't give me her name. I've never heard of a real manager not giving their name out to a customer. Called the corporate number-the prompts don't work and you can't get anyone to speak to. Terrible customer service, terrible operations of a business. I hope people read the reviews and realize this company doesn't know how to run a business effectively and you shouldn't waste your time on them. Fortunately, I got a refund from Groupon. I would never give this place my business. read more

BE WARNED!!!! My husband had bought me a Groupon gift certificate for Valentine's Day as a very exhausted mother of a newborn. I had Loretta as my massage therapist and she came on the room with a disrespectful demeanor and immediately grabbed my iPhone and turned it off without even letting me text my husband that I was going to do so. After that she started complaining about her customers and stated that she could get a guy to buy her a BMW without even tongue kissing him. Then after me being so uncomfortable mind you I'm almost bare naked during this session she told me to move down the table and ripped the headrest off!!! I went to go move my hair as I have extensions due to a skin condition that doesn't allow my hair to grow past a short length she stated "I can tell they are very obvious since I first saw you." Then grabbed my arms and forcefully placed them on the table and stated in an underlined voice "Like I said, you don't have any chores here." This unprofessional behavior had left me crying for the rest of the night and very self conscious on top of my ptsd from my 10 years in the Marine Corps and Post partum depression. After filing a complaint they just reprimanded her!?!? Go down the reviews and read for yourself. Completely unprofessional inhumane behavior even to elderly clients is unacceptable and should not be allowed. There business needs to be shut down! Do not go here if you are wanting a peaceful getaway from your day to day. read more

Went here 3 years ago and had a 5 stars experience. However I tried to make an appointment today and was offered 2pm, 5 and 6pm. I said can I have the 2pm slot. Person on the phone proceed to take down my info. Then she asked how would I be paying for this? Cash or other form of payment? I said I bought a Groupon for 1hr massage. The moment I said Groupon. She said oh looks like that 2pm slot is taken, you're gonna have to take the later spot or another day. I asked her that you just told me it was available like 2 mins ago. And she said yea that slot is taken while we were on the phone....for 2 whole minutes! Ofcourse I then proceeded to look them up on Yelp for any recent reviews and saw a ton of 1/5 stars. let's hope the massage is better than the appointment call read more

Customer service is horrible. Staff made an error when booking and instead of a solution being reached to accommodate it was framed as a she said she said conversation. read more

Came here for a couples massage and it was nice actually. They were good but could have been better with how the massage was. They had something at the end where you can lay down and get the hydro luxe. It was okay. I didn't feel comfortable laying down there not knowing how often it's cleaned. But I sat down there to see what it is and it was interesting read more

Omg when I tell you this place has given me the worst vibe ever I mean it. The massage was great but... The receptionists up front were so nice and helpful but I overheard one of the owners mistreating everyone in the vicinity. Completely unprofessional and she made me feel uncomfortable to be in the building. Attacking her employees so blatantly.That's not how you treat people and they have lost me. Won't be coming back and definitely do not recommend. read more

So I have been a member here for years - but I have frozen my membership a few times - when you freeze your membership, they charge you $5/month that banks as credit for when you unfreeze. However, the banked credit can only be applied towards the new, first, monthly dues when you unfreeze, so as an example - if you had $60 in credit from being frozen, and your membership is $50/month - when you unfreeze, $50 will come out of the $60 credit and the $10 remaining can ONLY be used if you re-freeze your account, and then un-freeze it - that $10 credit will then be used towards the new first month payment and you will owe $40 ($50-$10). That being said, my balance that I had in excess after unfreezing has mysteriously disappeared. I unfroze my account and had excess credit, but kept my membership rolling for a few months instead of immediately freezing to unfreeze and use up the credit. Big mistake - since it's now gone. In November, I had a massage with someone that was recommended by the front staff as a deep tissue massage. It was awful. I told the therapist to stop an hour in to the 90 minute massage (which she took me back 15 minutes late), since she was sitting next to me while massaging my back. FYI - there's no way you're going to get a deep tissue massage without some leverage. When I walked out, the front staff asked how everything was and I told them it was horrible, hence why I'm standing out here 30 minutes before my massage was supposed to end. They still charged me for the full 90 minutes. I called the next day to speak to a manager and was told to call back at 12:30 because he would be in at that time. I called back at 12:40 and was put on hold. After they came back to the phone, they asked some questions to find out who I was and what it was regarding, to put me on hold again. When they came back, the manager was suspiciously not in. Funny how that wasn't just the answer when I called. I was told the best they could do would be to take my number. I asked who I should be expecting a call from and was told the manager may or may not call me back. I asked who I would be receiving a call from if they did call back and was told they cannot give me that information since it's private information. Really? The name of the manager is private information? Cancelled my membership here. They don't care about you, your happiness, or the quality of the service they provide. If a business establishment has a manager that won't speak to customers, nor give their name, run the other way. read more

Very poorly run outfit. The customer service people need some additional training before they should be allowed to interact with customers. They make it VERY difficult to do business with them. As well, they try to grab as much ($) as they can from each visit. Quality of the massage: (1-10) - 4 Customer service: (1-10) - 1 Price (1-10) - 3 Overall, it was a very unpleasant experience. read more

This place is dumb. From what I can tell you can't schedule online. I called on Weds night hoping to book something for my wife, she had a stressful week and it would have to be after work Friday, which can be hard to find. They had a 7pm spot open, I booked it. Well Thursday they called her and left a message that they needed a card on file or they would cancel it. Are they stupid? Why didn't they ask me for that when I called to set the appointment. My wife was busy at work (did I mention a stressful week) so she didn't hear that voicemail until 10pm, after hours. She called today, Friday morning and the appointment had been cancelled and now someone else booked the time. These guys are idiots. I've seen others complain but thought I'd give them a chance. Anyways I called today complaining HEY WHY DID YOU FUKC UP MY WIFES APPOINTMENT. Lots of apologies but no remedies. Honestly a real business would own up to how dumb they are and maybe offer a free massage in the future or a coupon.... I would never go here or give them any business again so I wouldn't want that but crazy nothing offered. And I recommend the same for you, look elsewhere. read more

MassageLuXe - Massage Near Me - Lutz, Florida

They are money hungry. They fraudulently charged my card monthly for my daughter's membership when I didn't not give the approval to do so. They assumed it was ok even after my daughter signed document stating NO ONE else would be paying for her services. They have caused me several NSF fees because of their greediness. Never again seeking legal advise. read more

MassageLuXe - Fraud charge - Massage Near Me - Lutz, Florida

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Lutz location, booked a message ( same day) using a groupon. Employee asked for a few numbers off coupon which I had to call groupon to get. Employee told me he will hold spot, and I will call back in 10-15. I call back in 12 minutes and lady tells me spot is gone!! Proprietor, Please don't have your employees lie to customers. Their was clear communication here, NO misunderstanding. In addition the gentlemen did not want to talk to me as he had the female cover for him. If your going to lie to a customer, I would rather you tell me at initial call. Now what do I do with this Groupon? read more

The customer service is horrible their attitude is unpleasant. I bought a Groupon for my grandson as a graduation Gift. The fine print said "Must be at least 18 years of age. MassageLuXe does not provide massage/facial services to anyone under the age of 12" . He is 13. they didn't want to grant it. They said to take it up with Groupon. They didn't want to give any type of email confirmation that the Groupon was redeemed but "SERVICES WHERE NOT RENDERED. Will not recommend or go back ever. read more

Found this gem by luck on Groupon. It was a wonderful experience from calling to make an appointment and being set up for that very same day to entering a soothing, attentive and very 2020 safe space to the amazing Jessica who took care of my facial! It's location is ideal with ample parking. My facial was wonderful even though I'm not sure the name of the facial and the actual facial matched. Jessica was awesome, we had great conversation and her recommendations were fantastic. I didn't try the included hydro massage because I was short on time. They do have a package that if offered on completion of your service which I signed up for. No one was pushy about it which was great I didn't feel obligated to join. All in all it was a great experience and can't wait to be back! read more

I have no clue why this place has a bad review!! Me and my fiancé called and came in within 30 minutes They do a very good job sanitizing between every customer, and when you wait in the lobby they make sure that there is social distancing between customers My massage therapist was amazing and listened to all of my requests and worked on reliving pain in a timely manner. My fiancé said the same thing about his massage therapist The price is amazing!! We had an introductory regular massage 1 hr + 15 hydromassage for $48!! Wtf you can't beat that Of course at the end of the visit they offer you to join their membership but this is to be expected at any massage parlor. Why are these people getting upset in the comments??? this is how they work duh The people were not pushy at all & honestly it is a great deal if you get the membership They don't work in contract, memberships are month-to-month Everyone there had amazing service and were very sweet. I highly recommend this location read more

When i cancelled my membership, i was told several times that I had 60 days to use my already paid for massage credits of 4 massages. When I called to use them i was told that they expired because the time was not when i cancelled but my contract date. WTF??? NEVER TOLD. Then the supposedly manager hung up on me and refused to give me her name. I called back multiple times and they continued to hang up the phone. The worst customer service ever. This company does not have a corporate offie. That is why they treat customers poorly. They have zero ethics and i will be reporting them to the massage board. read more

the manager is unprofessional. My husband was to sign off on his contract. When he came in she did not tell him that. Then she called and said he just left out the door without signing. I asked him and he said he talked to a receptionist who asked him if he left a tip. So he did not just leave. Her excuse was that this receptionist did not know about the contract sign off. Well whose fault is that? and where is the communication? And then she wanted us to drive 25 miles back to sign. Finally she said he could send a letter. Now the massge therapist, ERICA, is outstanding, but who wants to deal with this manager! NOT ME read more

the massage luxe in lutz,fl on van dyke has HORRIBLE management, specifically Sarah. her communication was so horrendous. she tried to tell me I said things I didn't and tried to tell me she asked me questions she didn't. all she cared about was selling a membership. I had an excellent massage and left there almost in tears she frustrated me so badly and didnt listen to what I was asking for, which was only my preference to pay by gift card - not a huge ask! so much for relaxation. she triggered my stress so badly. ZERO customer service. read more

Always happy after I leave! My husband and I were in an almost fatal car accident last year that left me with permanent issues. I've gone through therapy and pain meds, chiropractor treatments. I go here 1x a month and since going I've not had to take pain meds and my back and shoulders feel so much better. I have nothing but great things to say about this place. If you ask for Lindsay or Julia Marie you won't be disappointed! I've been going here since September and joined their monthly massage club where I pay $54 a month. I originally went because my husband purchased a Groupon for my birthday. They always have Groupons available--$29 for an hour massage. With the monthly club you get an hour massage each month and unlimited access to their hydro massage machine at anytime. Highly recommend this place. Very clean, very professional. Beautiful and relaxing environment. They have a lounge area where you sit to wait for your masseuse to come get you. Always has a fridge stocked with water for clients as well. read more

I usually call for a massage and just get who is available. Today I had my first massage with Loretta because of a client canceling and I'm so happy they did. Loretta is very knowledgeable and passionate about what she does, one of the best massages I've had yet. Definitely will be booking with her in the future, highly recommend! (: read more

We purchased our service through Groupon for a couples massage on a Monday and we were super excited about it. We were very transparent from the beginning that we had a Groupon; which shouldn't take away from the quality of service or experience, but apparently it does; and were confirmed multiple times via phone calls that we were in fact in the couples room. On Friday, the day of the appointment, my husband and I both get calls that due to us having a groupon, we cannot be accommodated in the couples room. This was very frustrating and not to mention extremely unprofessional. I called and tried to sort it out with them and explained that it doesn't say in the Groupon fine print etc. anything of that nature, but they did not care AT ALL to accommodate us given that it was our first time and an error on their end. This is also a very discriminatory event towards people with a Groupon, where we are not "allowed" to be accommodated the same as people who paid regular price and that in itself is absurd. People use Groupons as a way to try out a new place and have the experience in its totality. Even if we were told there is an up charge for the couples room, we would hands down have taken it but we weren't even offered that option. We ended up cancelling our appointment and will not be recommending them. There is a reason they have poor reviews on here = poor customer service. read more

I truly don't know why everyone is giving them bad reviews. I just left and I will give them a 5 star all day, when I called for the appointment customer service was absolutely amazing. Ohica (apologies if I spelt your name wrong ) was my massager and she was so sweet, kind and listened to all my concerns for my body. Leaving I feel so good, relaxed and refreshed. The luxe massage table felt amazing also. It's a pre massage and I'm so glad I got the chance to use it. read more

Gianna my facialist was superb so if you must go here, ask for her. However I called to get in last minute for my first visit and they had an opening so I tried them out. On the phone they sold me for an additional service following my facial. Once I arrived I let them know I couldnt do the second service due to unforeseen time restraints. They refused to cancel the appoint since it was within a two hour window. I let them know that I had only made the appointment an hour ago? They still refused so I was made to pay for a massage that I never got. They kept telling me that they informed me of the two hour policy but I was never told. The front staff all stuck together and said I was told and the back staff said this is a typical issue. And they were afraid to even give me the names of the front staff because they didn't want to get in trouble. What a toxic place. read more

Oh my. Can someone train the front desk on what professionalism means? The jokes, the talking about themselves and to each other. The vague directions on what to do. Does anyone try to earn a paycheck? Okay, so I made an appointment. Get there, they said the esthetician had already left for the day bc she didn't see my appointment. So unprofessional, and no apology at all. Also, a very old lady with a walker walked out the door and not one employee went to help her (in the rain also). I helped her out the door. I wouldn't give this place a dime. read more

Completely ridiculous procedures. I opened my membership when in town for my dying mother. I have been trying to cancel it bc I live 5 hours away. Multiple times people have told me that I can cancel via email form to request cancellation. Now when I ask them to send the form, they say they don't do that and I have to send a certified letter or come in person (5 hours away). Person in charge refused to even give his first name (great accountability!) and refused to even tell me when a manager would be on premises for me to speak with. I am not a Karen, but this is seriously ridiculous - they are holding me hostage to a membership. read more

Okay you guys! I've only been here once so far. But first impressions are everything and my first impression is wow! I always feel worried and grumpy when I'm trying out a new self care method. Probably because I've found lots of frogs, but no prince (until now). (At least I hope.) I found a fabulous Groupon for this spa and I thought why not? I'm so glad I did! I was able to score a massage with Destiny, and I'm so happy the universe put us together because Im pretty sure I disable found my new massage therapist! I've been looking for 2 years (minus covid) since moving from Iowa and Destiny created a super relaxed environment for me. Her energy is so calm and relaxed as it's her massage technique. I was sooooo relaxed at the end of my appointment I felt delirious . The front desk ladies easily talked me into the monthly membership as well! Which btw, the front desk ladies are wonderful as well. Super helpful and friendly. Very professional as is the salon. I loved the relaxed vibe and decor. There's so many therapeutic options for massage as well as skin care. I already scheduled my follow up with Destiny in 2 weeks. I hope this is the beginning of a beautiful (therapeutic) relationship! read more

I'll just wrap it up in a nutshell - Horrible Customer Service Once they lock you in you will lose a lot of money. I got hit for $84 because they screwed up my appointment then told me it was my fault and they would charge me guest rate for the missing appointment. I had $150 credits and they still charged my bank account. So now they have $235 of my money and I haven't received one service. NOT ONE! Customer is never right with them, EVER! I highly suggest going someplace else unless you have money to throw away. You try and cancel and they convince you to just freeze your account for $5 a month. And that $5 would go towards any one of their services. Then you have to pay another $58 to unfreeze your account just to be able to use your credits. WTF?!?!? It is a total SCAM. DO NOT USE THEM!! There are plenty of good massage places out there but this is definitely not one of them. read more