Terrible customer service. Actually ended up stealing money from us. Don't trust this place at all. In June I bought a special for a 1 1/2 hour massage for the price of a one hour massage. It didn't matter if the recipient had been there before or not. I also added a tip and paid $80. The only stipulation was that he has to use the massage by October 31st. He called today to make it and they said that he would have to pay $128 plus tip for the massage. I called to remind them of the special and they said we were wrong and that they would be happy to do the massage once we paid another $48 plus tip. No matter what I said they would not budge. They "graciously" offered for him to use a Groupon and only have to pay $4 plus tip for a one hour massage. This is terrible. I asked for the manager and he/she would not be in until next week - so sorry. The assistant manager didn't care about customer service at all. Shameful. Now even if he were to use the one hour special he won't enjoy it because we were so taken advantage of. Don't trust these people at all. read more

I was given a groupon for a massage to MassageLuXe from my husband as a gift. Overall, the massage was wonderful. The place was well maintained, clean, and met all my expectations. The only reason I cannot give this place 5 stars is the rude reception staff. They were pleasant until I informed them at the end that I wouldn't be signing up for a membership because the massage was gifted to me and it simply wasn't in my monthly budget. If you're willing to spend the money for a membership though, I think it's a good place to go for a massage. read more

So, this massage was a Father's Day gift from my wife and my very first. And Wow, Wow, Wow, Wow. My massuse-Ms. Chieko did an amazing job. Her hands are unreal! I wasn't sure what to expect, but Now I KNOW. The front desk staff was equally professional and nice. Again, my very first deep tissue. Thank u Luxe read more

Scam alert- Just canceled my monthly membership and forfeited 3.5 hours of massages- that's how bad this place is. They blame customers for missing appointments- waiting until after the appointment to notify you, then charge you without your consent. Tara specifically (she will refuse to give her last name). Had to dispute the charges with my cc company. Buyer beware. read more

Horrible place don't get the groupon.and DO NOT I REPEAT DO NOT SIGN UO FOR THE MEMBERSHIP. They charge you don't let you use the hours blame you and then refuse to let you cancel the membership. Don't use th Groupon even it's a horrible place very pushy and aggressive employees they are very unprofessional here and their service sucks and I'm not th first to say this. The massage causes pain and it's not even great service they are thieves that's how they survive in business well they are a Scam and I'm working to take them down read more

Do NOT do the monthly plan unless you KNOW you will be using it monthly. If you build a few up, and decide to FREEZE IT, then you can't use the ones you have without unfreezing it, at which time they charge you all over again for a whole session. If you cancel, you have 30 days to use them all. RIP OFF!! You should be able to suspend them and use them when you can. read more

Groupon advertised a great rate so I caved because my back had acted up. The massage therapist was great but the receptionists were not very kind and came off pushy. One girl, at the end of my massage presented some deal I could buy monthly. Since I'm only interested in maintenance, I said no thanks. She asked if I'm sure and if I really want to miss out on the deal. Then, another receptionist chimed in, repeating the same deal and asked me "really??" When I declined again. Yes, really. Not a fan of that. read more

Please stay away from this place. I learned what kind of business ethics they have and the people at the facility. We had a massage set for 6pm. Called at 3:59 as we had an emergency come up. They said it is now 4pm we cant cancel your appointment, which is a two hour cancellation. I said it is 3:59 they said "our" clock says 4:00pm we can no longer cancel. I said are you kidding me, she said sorry. I said ok can I speak to the manager? She said the manager is not on site but I can have her call you back. I said, ok, we cant make it but you are telling me 30 seconds late you are still charging. She said yes. I said ok, we would like someone else to take our spot since we have to pay and we cant make it. She said we can't do that. I said, well we are paying due to a 30 second difference in clocks and we cant have someone else take the slot? Is this really how you do business. I said they can come early and fill out paperwork. She must be trained what to say by the owners as she said it is illegal to do that!! Obviously, either not very smart or simply taught bad ethics(ie: not illegal in any sense), say anything to customers, as taught by owners and managers(that are not actually on site). Its a massage place, if we are paying why would you not want a customer there to then spread the work and see your establishment. Somthing fishy. Anyway, they want the money, no ethics and my guess would be horrible employees across the board as well as management just as bad. Good luck to those that try! read more

The massage therapist are great! I can't say that for the rest of the place. I am giving it 3 stars because I can't solely blame the location. After all it is a chain. I have been to this location 2 times. Both times the lounge area needed some attending to. Cups and partially drank water bottles were left behind. I would suggest the front desk do a quick check in-between customers, so this doesn't happen. The carpet in the lounge is also very stained and needs a cleaning. After a much relaxing massage you can't make it out the front door without hearing a sales pitch. They try to lure you in with "how would you like another massage for only $10", followed by if you give our program a try. You can't get a word in to say your not interested. Leaving you having to be somewhat rude to the employee trying to pitch it. I almost purposely don't sign up for their program just because of this tactic. The CEO really needs to re-evaluate the companies values. I don't want to feel like I am leaving a car lot with an over bearing sales person or being hassled by a mall kiosk employee. Give me a pamphlet with updated offers along with my receipt or send me promotional emails. Find a more subtle approach to gain extra sales. read more

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Purchased and booked the 1 hour long massage package all on the same day. I didn't get my masseur's name but he did an amazing job and applied the perfect amount of pressure in the right places. I was very happy with my experience with MassageLuXe. read more

Very rude customer service and horrible owner/manager policies. They would not work with me to reschedule my friend's massage because he forgot a photo ID. I ended up paying for the massage and got my facial. Later found out they flagged me from the business and the one in Lutz as as well since it is the same owner. I have a detailed description review for the one in Lutz that you can read. Please stay away from both read more

Went for my first massage and it was great. Had a very good experience, so I signed up for the membership. Scheduled my next appointment. I had a doctors appointment prior to my massage and they thought I had a blood clot and said no I couldn't get a massage I had to go straight to the ER. I called to let them know and because it was within the 2 hour window they wouldn't let me reschedule and took my massage away from me. I offered to bring proof I was ordered by a doctor to go straight to the ER but that didn't matter. I tried calling a few days later to speak to a manager but was on hold to long. Called back later on and asked to speak to a manager and was told it didn't matter why I cancelled I just lose the massage and no manager was there to talk to. I asked to have the manager call me and days later still haven't heard anything. I still have 1 massage there so I am going to use it then plan to cancel my membership. Very disappointing read more

Excellent service! Friendly staff and clean. The hydro message is a must try. The deep tissue message was one of the best I've had. They have a great membership program. read more

Massage luxe is very professional I would recommend. The facilities are also clean and neat. Although the massages are a little pricey. The staff are very friendly. Dwayne C read more

I called ahead of purchasing a groupon and it sounded like a great place. The lady I spoke to over the phone was very helpful and I heard her confirming the info she provided. Upon her suggestion I used the groupon and booked a facial which she stated was $30. The first 15 minutes were the worst!!! It began with me standing at the locked door and being utterly ignored for approximately 5 minutes. When one of the two ladies in the front finally opened the door, I was greeted with "How can we help you" in a unwelcoming tone. After explaining that I had an appointment she requested my ID and asked me to have a seat. Shortly after she provided me with an IPad to complete basic questions. As I was completing the questionnaire the receptionist asked me what price I was quoted for the facial. I explained that the lady told me it was $30. She responded with "the lady you spoke with is still new and she told you the wrong price, its actually $48" Perplexed by her tone and the last minute change I told her to cancel the facial. She stated that you have to give two hours notice to cancel and that they will bill the card on file whether I get the service or not. After going back and forth with the receptionist for a minute or two, I gave up. I received a subpar facial with no skin analysis or consultation. This is my first and last experience with this company, if you can't create a welcoming environment you've already lost. My advice be forewarned they are comfortable misquoting under the guise of poor training. They are very impersonal and the environment is very membership oriented. read more

We got a gift for this place. Very nice great atmosphere nice people. The massage were ok but we asked for deep tissue and Luis worked on my wife and she said she could hardly feel any pressure. He was just going through the motions. I had Veronica she was nice and very professional but still I asked for deep tissue and she did something different ,what she wanted to do. At the finish came the sales pitch. So for me this was like a massage time share. All in all it was OK but would not go back. read more

I have two thing to say, the therapist are great and could not be more acomadating and nice. As for customer service they S-- k they have no customer loyalty and poor attitudes. When I had a heart attack on Friday and did not make my appointment on Saturday cause I was in intensive care they charged me for the hour , just not right . That being said I'm still here to complain. Not recommended if you have to deal with the office staff read more

it was good but the pressure of joining is a bit much if i want to come back and pay full price let me hey if im not complaining about price then dont worry dont keep saying how much i will save. the lady i had i apologize i thought she was a guy and she was good so again apologize for that but how nice she was and ready to go she ask what my needs were and did just that. small place not much of a waiting area so i feel they may need a better system. tone down the pressure of buying another message and the stars will go up trust me even walking out another client agreed read more

The two star rating does not reflect the facial that I got, but rather customer service at the front desk. For my facial, the esthetician was very nice and helpful, and gave me good advice for keeping up with my skin care routine, what could irritate my skin, etc. My skin was very soft afterwards, and overall I felt very relaxed. HOWEVER. After the facial, I went to the front desk to pay a tip, as I used a Groupon, and the way the girl at the front desk talked to me honestly ruined any relaxation I had. After asking my boyfriend and I if I wanted to pay for a membership, to which we politely declined, she continued to ask where I live, since it's "not too far, you could come back and get a massage whenever you want!", and continued to pressure me. I lost my cool after the fourth time declining when she looked me in the eye and said "well, what's holding you back?" Um, I don't have $70 a month to be throwing around on massages, thank you very much, so I told her "I don't have the money right now for that." and after that it was very uncomfortable; she just put a big, fake smile on, and the other girls at the counter looked uncomfortable as well. I don't think it's acceptable at all to be that pushy, even if it is your job to be a salesperson- it's not your business why I can't afford a membership, let alone to say it loud enough that the entire lobby could hear. Needless to say, I left quite bothered and it's a shame because I really enjoyed my time here until that point. read more

I could not be MORE DISSATISFIED with Massage Luxe in Westchase !!! Four of of the Five Deep Tissue Massages I received were completely UNSATISFACTORY !!! Is a 20% Customer Satisfaction level acceptable in any business today ?? When I scheduled my last visit for August 9th, I specifically asked for a massage therapist that could in fact deliver on a "Deep Tissue Massage", and I was assured that the person I was being scheduled with was one of the top two at their location. Three separate times during the 90 minute massage I asked when she was going to apply a firmer touch. I explained to her before and during the massage that I did not want a 'touchy feely' massage but that I needed a genuine deep tissue massage. Upon checking out at the desk I informed the staff to cancel my monthly auto-debit, which they selected not to do. Today when I spoke with a Ms. Alexander about my DISSATISFACTION, she informed me that if I were to cancel my auto-debit I would forfeit 3 hours of massages they have already charged me for. Whatever you do, please do not choose to spend you money or your time at this merchant. They are not interested in your satisfaction, they only want your money. When I informed Ms. Alexander that if she was going to charge me for a service that I did not receive that I in turn would share my experiences on any and all social media platforms, she did not bat an eye - just another indicator of a business that is not interested in providing client care, just generating a profit. DO NOT WASTE YOUR TIME OR MONEY AT MASSAGE LUXE !!!!! You'll regret it !!!!! read more

Not a very relaxing experience whatsoever, and the customer service was awful. I'll choose one of the many other options in the area before I ever go back to this joke of a business. read more

money is all that matters. No compassion or empathy here. Tried to cancel appointment because my wife can't leave my daughter yet due to the loss of her twin brother last week the day before their birthday. They said policy is policy and have to charge us. It isn't about the money it's the principle behind it. Money means nothing when you lose your baby, and when a company doesn't care and has a bad attitude that makes me want the world to know where to NOT SPEND your money. Shame on you for being so inconsiderate and not understanding. read more

The absolute WORST customer service EVER.. there is zero ability to communicate properly with a client .. I was actually told "I only answer the phone here" as a response to a very simple question... In addition .. when I asked about cancelling... They told me I'd have to forfeit my hour when I cancel.. which is weird because they collected my money already!!!! Oh and one more thing.. there are therapists that work there that will lose money based on lack of common sense or professional empowerment.. because I called less than 24 hours in advance and could only book an hour due to my own timing constraints .. and they wouldn't let me book with my common therapist at my requested time (meanwhile .. they are currently available) get this .. it's because.. they only have a 90 minute time slot open).... Insanity .... Which means if they don't get booked .. in less than 16 hours from now.. they will fore-go compensation... That is ludacris!! Horrible business practice and even worse customer experience!! Looking forward to ending this relationship..for the second time.. read more

Worst experience ever!! Called for an appointment the same day a hour before when I got there two young girls at the desk asked for my Id for some reason it was not in my wallet I tried other forms of identity to them it wasn't good enough tried too rescheduled but they wouldn't let me even though I just called and rushed over there and the same day waste of money that was not refunded the girls act like they didn't care! Very very rude customer service!!!! I repeat will never come too this location only because of how the situation was handled read more

I purchased a groupon for myself and daughter to get a massage. Called and made the appointment and notified them that I was bringing my daughter in for a massage, when we arrived they informed me that my daughter could not get massage since she was not 18. When I called and made the appointment this was not brought to my attention, nowhere on the groupon nor on the massage luxe website does it say you have to be 18! My daughter is 15 with a valid ID. We left without getting a massage since I was not going to make my daughter sit and wait for me, that is not fair to her. Come to find out both groupons were redeemed since we did not cancel within 2 hours even though they would not give my daughter a massage. I called back and spoke with both the assistant manager and store manager and they said there was nothing they could do. I have a call into corporate and I have contacted Groupon. Needless to say I am out the $75 and still no massage. Just been warned these corporate franchises are a joke and they have zero customer service skills! read more

Had a Groupon that I was unable to use until the last few days before it expired due to a family emergency but called to book an appt at 8 pm since I was going to be traveling back to the Tampa area. After traveling two hours I received a call from massageluxe stating they had a cancellation for 7 and asked if I would come in. I said that was fine because I was already on the road and should be there by 7. I was asked to be there by 6:30 to fill out paperwork and use the hydroluxe massage. I said fine. Unfortunately it started to rain and my trip home took longer. I called around 6 and explained I was still an hour away but that I could be there at 7 but not 6:30. I was told that I could still come there but I had paperwork to fill out so if I didn't get there before 7, it would cut into my massage time. I explained that my massage was originally at 8 and they wanted to change it to 7! I didn't understand why if I got there at 7 that it would take away from my massage time rather than just honoring my original appt time or at least not making me lose out on 15 min of my massage because I was going to be late after traveling 4 hours! Was 15 minutes really going to kill them??!!?? I asked if I should just cancel and in a condescending tone was told that I would be forfeiting the Groupon I bought because you have to cancel two hours prior to a massage. But I didn't want to cancel....I just didn't want to drive another hour to just get penalized 15 minutes! I just wanted to be able to have my full hour massage since they moved my appt up for their own convenience! However, now I'm out the money but probably better for it because I can't even imagine how they treat people in person! If this is how they try to build their business....it's not going to work! Any other place would have said....come in and we'll let you start your massage after you finish the paperwork or let me move it back to my original time at 8 AT LEAST but not.....you just lost your money....sorry. Unbelievable!!!! Try hiring someone with customer service skills! read more

My initial first impression was good. I was greeting politely by the front desk and was escorted to the hydro massage bed up front. My massage therapist was extremely polite and thorough and I did enjoy it. However, the end of this experience is the reason I will never go back and never recommend this company to anyone I know. While I was checking out and paying my gratuity the girl at the front desk started to pitch their monthly package to me. Explaining $10 to return for an hour but you are automatically signed up for their membership. I politely said no thank you I do not get very much free time between working full time and going to school full time. She proceeded to ask me why? Don't you ever get a day off? You can just make one day out of your schedule to come? Why I continued to explain my schedule and never having moments to pamper myself that this was truly a special treat. The other girl at the front started asking "oh come on surely you get a day off you can come in for" Quite frankly it is none of their business how I spend my free time secondly even if I was considering it they were so over the top pushy about the membership and having 2 of them pushing on top of each other was just ridiculous and so off putting. Once I declined for a THIRD time the whole demeanor of the girl at the front desk who was checking me out changed. She got absolutely unpleasant and rude because I had turned the offer down. It was extremely unprofessional, impolite and completely ruined the relaxing massage I had just received. I will never go back and I will sure NEVER recommend any of my clients, friends or loved ones going here unless they feel like getting hounded and rudely mistreated by the front desk staff. read more

Tranquil atmosphere. Massage was amazing. Best I've ever had. Non-greasy, soft lotion with hot towel. Beth was exceptional, asked if pressure was ok, worked on knots, she was very thorough. I'm pretty sure it didn't last full 60 minutes though. I will keep track of time next visit. I've seen mixed reviews in general about massages not lasting entire 60 minutes in the industry. Front desk staff are very friendly and welcoming. No pressure to purchase monthly membership but seems like good deal: no contract, can freeze for nominal fee which accumulates over time and can be applied to membership fee once unfrozen so no money lost. Highly recommend this establishment. read more

False information! After the massage they ask you if you would like to be a member I stated I didn't because I had bad experiences in the past with contracts. They said "noooooo you have no contract here and you can cancel at anytime" BS!!!! I had a family emergency which required me to leave the state. I called and asked if I could gift the hr I had left to my mom since they did state that if you cancel you "forfeit" your time (even tho it's fully paid). They said time couldn't be shared. Ok NO PROBLEM! But I still wanted to cancel. She stated unfortunately I CAN'T cancel over the phone because I might not be me! "Umm ok. Ask me anything you have my ID info" NOPE I'll have to send a certified letter stating I want to cancel. Even thooooughhhh they told me I could cancel at anytime with no hassle. Yea OK! I asked to speak with the manager and she was the "manager". Even tho I had a question and she put me on hold to ask someone. Lol . . Anyways I asked for her name since she's the manager and she only provided the first name I waited then asked for a last name and she couldn't provide it because of idk what. So just a fair warning to everyone! GET THE MEMBERSHIP AT YOUR OWN RISK! I personally don't think it's worth it. Ohhhh and just to add they don't really give you an hour. They give you 45minutes I set my watch both times! read more

I was very disappointed in this place. When paying for my message i asked if I could put the tip on my card they said yes how much by making me announce to everyone in the waiting room and how much I was giving then when I was signing for it they said it again how much my tip was added to let everyone know in the waiting room very unprofessional. Then they talk me into joining a membership saying I can quit anytime and get a $10 massage next time I come in I didn't want to do it but then they talked me into it and I signed a paper. When I got home and read everything I realized I was going to be billed before I could cancel. i called to talk to a manager who they said was in a meeting and would call me back. After a hour I called again and the manager said I need to come in to sign papers to cancel it. The following day I did but the money I put down for the membership they kept and refused to give it back to me it was all a scam don't do it. They were very rude when I tried to cancel, I recommend not to go there they are rude and only care about getting memberships and will say anything to get them. read more

Horrible, dont waste your time and money. You Will get ripped off. They signed us up for a program supposed to help save money and discount. They you start getting charged every month, if you want to get out of the program, you have to use all your credits or else you will loose them, and you will continue to get charged every month.we told them that we dont want to continue back in Nov 2017 and we thought that was it. Today, i found out that i have been getting charged for 9 months. My wife called several times but no luck to get a hold a manager. She ended up driving there. Again no manager. Someone at front desk supposed to be "manager in training" told us simply tough luck and she said she cancel it now. After she complete cancelling my wife asked how we are going to get a refund, she said her, no refund and we also lost 9 hours of massage credit because we cancel it without using it. Woww.. this is a complete rip off and simply they kept our $500 they charged over the 9 months and manager in training cancel the account without even telling us we will loose those in we dont use them before we cancel it..do a favor to yourself, go somewhere else..horrible customer service and please dont fall for their scam of joining!!! I read similar reviews and i didnt take it seriously now i am one of their victims.. read more

I have previously only had very very great experiences with this location until today. My best friend and I scheduled appointments today with a gentleman named Bradford whom we have never met before. 20 minutes after scheduling our massages I asked for some leniency to reschedule our appointments as something came up that needed our attention. This is the first time either of us has had to reschedule and appointment. Bradford was really rude about how the fact we called after 31 minutes...which is not the in policy..."the policy is 30 minutes." This meant that we would each loose our monthly membership credits of $58.88. He was quite rude and insisted he was the manager on duty. He also insisted that he was not allowed to give the general managers name out or the owner of the franchise's name so I could give a personal account of our experience rather than them have to read it online since this is our only apparent option. The saddest part of it all is that Bradford felt the need to call us back and let is know that he spoke to the owner and that the owner "backs him." The manager or owner never made a courtesy call.... I honestly feel like a little whiney little brat called us back to prove his point- rather than a concerned customer service representative. This has been a pathetic experience to have with another "adult." We will be cancelling our memberships and highly recommend people only purchasing massages here as needed and not in advanced....if at all. read more