I have never been so frustrated or disappointed, NEVER received such terrible service. To me, this business has been stealing from me since April of last year. Horrible, horrible, horrible. The short version is that I purchased my Groupon and then a subscription to their monthly service. I was initially satisfied. In April I called and CANCELLED my subscription by phone. They informed me that I would not be able to use my last massage after cancellation which I found ridiculous. The front desk worker allowed me an exception to schedule my last massage and cancelled my subscription. Problem solved, happy customer. In November I reviewed my bank statements only to find Massage Luxe had been charging my card $5.00 per month for many months and then started charging the normal $58.88. Frustrated, I immediately called them to report the error and request they refund my money. The front desk person reported there was no one on site who could handle my request (odd that there is NO manager on-site...ever.) They repeatedly referenced how busy the owners were and noted that the business was now run by different owners (none of which is helpful to me.) And told me she would pass the message along. I requested a call back time as these were unauthorized charges now nearing $200. It took MANY calls throughout the day to get a number and it was the next morning before I received a return call. I explained my frustration at getting a return call and made my request that they refund my money. He asked if I had a written cancellation. I said no, as none was requested during my initial cancellation call in April nor my subsequent visit. He said they couldn't cancel my subscription without the written note. I explained, again that no written cancellation was ever requested of me and that I had cancelled the April prior and simply wanted the money returned. He refused, again siting the lack of written cancellation. I explained it was not my responsibility if the prior management had failed to executive the cancellation, noted that clearly something had altered with my account for them to begin taking $5.00 instead of the regular $58.88. I also found it odd that they needed no documentation to support THAT change. In any case, I had not stepped foot in their establishment and used NONE of their services so a refund was not unreasonable. The person was rude and indifferent to my requests or frustration. He told me he would refund my Nov. fees ONLY and I could cancel but then I would also lose the money they had taken and the massage credits it purchased. At this point I was losing over$130 and being treated (I felt) VERY unfairly. I did not send him the requested cancellation, fearing it would compromise my ability to recover the rest of my money. There could not be ANY mistake that I my account should be cancelled as I informed the man I would be disputing the charges and possibly taking legal action. I contacted my bank and the disputes center informed me that VISA requires merchants to stop billing a card if a verbal request is made. The merchant is allowed to have their own rules regarding subscriptions and is welcome to pursue payment through another avenue but they are NOT allowed to continue to bill an account after a verbal request to stop has been made. Although the "manager" did initially refund the November fee, he charged that amount and a December fee the very next month. I then called the number listed on my bank statement for the owner of this business and was EXCEEDINGLY polite and reasonable in my request to stop billing me and settle the back charges. I RECEIVED NO REPLY, FROM ANYONE. Most recently they have billed me yet again. I am continuing to dispute the first charges and the new additional charges. I've had to change my Debit/credit card (a personal hassle.) Part of the claim is in Arbitration and the new claim has just been filed. I would absolutely avoid giving these people my credit card information. To date they have taken almost $400.00 out of my account, only a partial amount of which has been recovered. More than anything, I resent doing business in good faith with a company that clearly cares more about grabbing whatever they can in fees vs. taking care of a customer. read more

A Horrible Massage Experience I scheduled a one hour massage. I informed the staff that I had special needs, having recently had shoulder surgery. The massage therapist started the massage 16 minutes late and ended the massage only 40 minutes later. He did not work deep, as requested. He did not work on my neck, face or head. He did not work on the underside or my left arm nor on my lower right arm at all. He did not work on my glutes or beyond the mid-point of my upper legs. After the massage I complained to the front desk attendant and told her that I would not pay full price for the massage. She said I could fill out a complaint form but that I would have to pay full price. I filled out the complaint form and told her that I would pay only $50 (instead of the overly-high price of $100). She made a phone call then said that no manager or anyone from "corporate" was available (since it was a Saturday). She then said she could not accept/ring up $50 and that I could not leave without paying $100. I said "yes I can" and then left the spa, along with my friend who had a decent massage experience. Later that day I received 3 phone calls from "Steve." I spoke to him only once, as he started yelling at me, at which point I hung up on him. A subsequent message from him said that he would call the police if I did not call him back that day. I did not call him back and have blocked his phone number. That's the last I've heard from MassageLuxe to date (1 and a half weeks later). read more

This evening I had my first massage with Massage Luxe. I had the therapist, Waunakee (so sorry if this is an incorrect spelling of her name!) she was INCREDIBLE. I will definitely be back for her! Front desk staff were helpful and super friendly! Signed up for monthly massages to insure I am taking the best care of my body. After all... I only have one! Thanks Massage Luxe of St. Charles!! read more

Was in town for business about 3 weeks ago. With travel and meetings myself and 2 co workers decided to book at massage nearby the hotel we were staying. $100 no problem, we all needed a good massage and assumed it would be worth it. We couldn't have been more wrong. We arrived for our 8pm appointment at 7:43 filled out the appropriate paper work and were each taken back after 8pm, changed and "hands on" massage did not start until at least 10 minutes after. I requested a deep tissue massage and asked that she focus on my neck shoulders and back. She started with me lying on my back and the therapist worked on my neck and shoulders briefly before she spent most of the time on my feet, some leg and arms. By the time I was lying on my stomach she told me we were running out of time and asked if I prefer she focus on my back... Really? After a short back rub (I won't even call it a massage) the therapist left the room. I was up changed, used the restroom and as I walked up front it was only still at least 8:47 (not in the 50's). My co-workers were checking out and I could tell by the looks on their faces they had a similar experience. I expressed the disappointment in the service to the receptionist and she didn't acknowledge anyone was unhappy. We asked for the managers name (Amy) and when we could reach her... after several unreturned calls we were able to reach her and she said she could issue a partial refund but her manager would have to call us for a full refund. I personally called Amy 3 times before she reluctantly took my number and had her General Manager Michelle call me back (today) who said that she was told we complained about the atmosphere of the spa (which was beautiful) and that there weren't waterfalls etc. I was so taken back as that was never said the atmosphere was very nice and clean... She then said she checked the tickets and it showed we checked in early but checked out at 9:05pm which is completely inaccurate. (Not to mention they took my card number (red flag) and had to run it manually because they said it wouldn't scan.) The General Manager said she would only charge us $55 instead of the full $100 which if that was this case I would have just accepted that from the manager at the location a week ago when I spoke to her. The massage service itself on top of the horrible customer service after the fact is enough that I will never try a Lux Massage again or recommend it to anyone. Don't waste your money or time. read more

Had a facial with Heidi and eyebrow tinting. Loved the facial. Get lots of compliments on my eyebrows.

I paid for an hour massage and a 15 minute hydrobed massage. She didn't come get me until 15 minutes after my appointment should've started, and she quit 20 minutes early! And when I was done she walked me out right to the front door. No hydrobed. Not to mention I said light pressure and she was pressing as hard as she possibly could. I would flinch and she'd press harder. I could tell she was trying to get out of there quickly. Wouldn't go back. Nice people but definitely do not provide the services you pay dearly for. read more

Ask for Alicia!!!! She's outstanding and best one there! Professional. Does a nice medium or firm touch!

Five stars! The staff is always welcoming and friendly. Go see Heidi for facials! She is very thorough and knowledgeable. I always leave feeling relaxed, refreshed, and revitalized with glowing skin!!! Best eyebrow shaping/tinting EVER. Would highly recommend any of her services! read more

Loved it!!!!!! My massage was awesome, I had a "refresh" package my husband bought me for Mother's Day, and I ended up signing up for the membership. The place was so pretty and the front desk girls were so sweet! I'm bringing my husband in with me next time and Im sure he'll sign up as well! read more

The St Charles location has horrible customer service and manors!! I had an appointment for 5pm and I called at 2:19 to cancel it. They called me at 6:17 and said that I was a no-show and they have a 2 hour cancellation policy so they were going to change my account the 1 hour credit anyways. I called back to dispute this and the girl on the phone was very sassy towards me asking what time I called and who I spoke to. I didn't think to take down any names so all I could do was scramble through my phone to look at my call log and I couldn't find the number she was calling from - that's because the phone number associated with the store on the map in iPhone shows a DIFFERENT number which goes to some corporate office...NOT MY PROBLEM!! I called and cancelled with MORE than a 2 hour notice and this rude clerk makes it out to be like it's MY fault and like they're doing me a favor by replacing the credit on my account. Will NEVER go back to this store again. Will continue to go to another location to use the reminder of my credits and cancel my account. You guys are supposed to RELAX me and you've just infuriated me!!! read more

MassageLuXe - Proof I called the right number...so I thought - Massage Near Me - St. Charles, Missouri

I received a gift card for my birthday to MassageLuXe. I was very excited to get a 90 minute massage. Should have realize it was not going to be a good experience when it took so long to get me registered. The Session was supposed to start at 10 o'clock... The therapist did not enter the room until 10:15. Then she proceeded to talk during the entire session....She said I was done and I looked at the clock and it was 11:24 AM. That's barely over an hour. The whole atmosphere at MassageLuXe is like a drive thru restaurant. The waiting room had tears in the chairs... The lotion they used was no different then drugstore lotion... The beds are not heated... I was not offered any upgrades such as aromatherapy, hot stone, etc. when I left there was no one sitting at the front desk to sign me out or ask how my experience was. I will not be returning or and especially I WILL NOT refer Massage Luxe....I could go on and on....but don't want to get more tense....after all I went there to relax not get more stressed! From most of the review seems like Massage Luxe is a poorly managed company read more

The massage experience was nice. The problem started when I went to pay. My wallet fell out of my purse and I didt have my card information. I asked the manager Amy if she could simply use the card shown in the computer since I was in for a massage last month as well. She said no. I called my husband who found my wallet and I asked her if I could give her the card number and all info needed. She said no. She demanded I pay "as I would have to at any establishment"she stated. I could not believe this. I am a regular customer who has come here for years but she chose to treat my like a common thief. She said I could leave my ID and go get my wallet "the I'd that's in my wallet of course." I explained again that I did not have my wallet. She refused the card info but eventually accepted a work badge that only had my name on it. How ridiculous to refuse the credit card info and accept a work badge until I could return. I returned and made the payment but wont ever be returning. Wrong way to treat consistent customer. They also advertise an hour but you are only getting a 45 minute massage. I only went here for the location but I will now drive further for better treatment. read more

I'm a female salon owner, I stand on my feet day in and day out as stylist. So I desperately look forward to massages. I went to massage Luxe and My first massage was GREAT! I signed up for the massage programs. I'm so busy in my day to day so it was so hard for me to get back in for my massage from month to month. I accumulated 3-60 minute massages and decided to use them up. I came to massage luxe for my scheduled massage with the therapist Amond. Amond's greeting with me was very aggressive and unprofessional. I asked if he was relaxed. He told me "No, I'm not". I told him I will just speak with someone at the desk instead of continuing my massage. From there I complained to the district manager who was on site. She said the he must be having a bad day. Said that she could reschedule me at a different location. To sum up our conversation I asked for a refund and that I no longer want to receive massages through massage luxe and she stated that she could not give refunds. That because massage luxe is franchise owned, there isn't any one I could speak with at a corporate office. And that I could not speak with any one other than her. She would not give me the names or numbers of her boss or the owners. She said the she will email them and if she receives an email back she will have a resolve for me. I told her how I didn't feel safe and I felt uncomfortable. I am SO upset. I don't want to leave the location until i receive a refund! read more

Poor customer service at front desk and answering the phone. This should be a relaxing experience from the moment you make the appointment. Instead you feel like you have inconvenienced the person by calling, only to show up for your appointment and find out they put you on the wrong day. No apologies or anything. I say stay away from this franchise, too many other places out there that provide a welcoming experience from the moment you call till the moment you leave, feeling relaxed and refreshed. read more

I've been here a few times now-for massages and facials. This place pretty good I would say. If you are looking for a massage...Renee is the best! Best massage I've ever had! read more

I would give negative stars if I could to this joke of a massage establishment. I've been here before and now I will never come back in nor will my family!! I called in to make an appointment for me and my boyfriends anniversary one week prior. And even got a reminder call back for my appointment. This was going to be a surprise for my boyfriend as he did not know we were going to get massages. As we were driving there ten minutes from our appointment time I get a call from the receptionist stating both of her massage therapists did not come in today and asked me to reschedule. Your short staff is not my problem, this place ruined my surprise. What kind of place does this especially for the price. They didn't even offer me a complementary massage or discount for the inconvenience. The girl just simply asked if I could reschedule. What a joke of an establishment especially for the area they are in. Luckily I was able to call around and got into a small massage place called Cozy massage in St. Charles. It isn't as nice as this place is but the staff is amazing and they took wonderful care of us and even did hot stones. Stay away from this place if you want to get your moneys worth!!! Judging by the plethora of horrible reviews they have, they clearly don't care about their customers and never will!! Cozy massage is $90 for couples massage 60 min long. It was literally the best massage we have ever gotten. And even offered water after like your supposed to! read more

The massage was actually good. but like most they waste time so it is never a full hour or 50 minutes. My problem is with the manager. He is rude every time I have gone in and he is there. He is very personable and has no interest in helping you. He harassed me about my payment even after I said I was coming in to pay. read more

Horrible service! Do not sign up for the monthly massages. You will never be able to use them because the staff calls in and they have to cancel your appointment on a regular basis. They advertise they do prenatal massage yet only a few are trained in this area. This makes scheduling difficult. Once scheduled to be called as you are already on you way that they have to reschedule is very frustrating. The manager is a joke. I asked to have the owner call me about a situation he could not handle. I was told he would since he could not give out his phone number. It has been almost a week and I have yet to hear from anyone. I have six months worth of massages built up because of the inconvenient scheduling. I want to end my membership but I will not be able to redeem any of those if I cancel my membership. Last weekend I had bought a friend a gift card for her birthday. As we were on they way I was called and told I have to reschedule mine (not the first time). I met her there so I could pay for the tip. As I was complaining about the above issues the girl checking me out continued to try and sell me a membership for my friend. Um no! I am very unhappy with you! How about taking care of the issue before trying to sell me more of your crappy service! The manager offered to give my friend a half price massage. Again, do you think I want to give your business any more of my money? read more

If I could give them 0 starts I would. This place is terrible. There are much better massage places out there. Customer service is marginal and their business practices are unscrupulous. You'll regret signing up with this place. read more

I have been going to this Massage Luxe for a few years. It is located in a nice shopping/eating district. I have had spinal issues and my therapist Jackie is a life saver for me. She goes the extra mile with warm towels. It's relaxing and therapeutic. Like the others said it is nicely decorated. They also have a new hydroluxe that is free with your massage...take advantage! If your looking for a great massage therapist try Jackie, I have never been disappointed!! read more

Okay so excited. I finally scheduled me first massage. It was a couples massage. I called and everything was going fine. She told me that Morgan and Katrina would be our massage therapist. We show and everything is wonderful. We get put into the lounge and wait to be greeted by our therapist. My boyfriend gets a girl with dark brown hair ( he can't remember her name) and I get Jeffery. Okay. So my boyfriend goes to the bathroom with his therapist waiting outside the door while Jeffery and I go to the room. He asked why I'm here and I say never been thought I'd try it thing. He then tells me to get naked and lay down.. and I respond butt naked? Which he reply's yes. Didn't think anything of it because well I'm alone and it's my first massage. And then it happens. My boyfriend and his therapist walks in and she says " get to your comfort level, most people stay away in their underwear" ok so now I feel weird.. not because I'm naked but because she told him to stay in his underwear and here I am butt naked. OK. Massage goes well and we go on our way after giving 20% massage which I thought they both deserved. I have a horrible neck pain the neck day. Just think I'm sore. Well a week later exactly, my neck is still throbbing and I'm unable to move it so I decide to see a doctor. She prescribed me muscle relaxer and a steroid. Totally great, except the $102 I spent on medicine and the 80 bucks I paid for a massage? If never went to massage luxe and got a neck massage I would not me say n this position. I'm not trying to get anyone in trouble BUT just trying to have a good night read more

The staff is rude! They are a perfect eXample of where not to go for stress relief! They didn't tell me over the phone that I needed to arrive 15 mins. early to do paper work so when I arrived, they told me I had to reschedule! I think it's a shame that you can't accommodate the customer when it's your mistake to not tell them to come early! The receptionist needs some serious customer service lessons and should start with fixing her tone to a less condescending one. The truth of the matter is that they over booked (being greedy) and were anxious to remove me from the schedule. Shame on you for selling stress relief and causing people the complete opposite! My husband bought me a gift card to spend the day there for MY BIRTHDAY so when he called to get a refund the manager refused and tried to reschedule me at another location on another day. Uh, NO THANKS! Can't guarantee that your staff won't be rude again, huh? Tomorrow is not my birthday and unless my dog needs a massage, they will never get another penny from this household! read more