I came here for the first time to get an introductory massage and am so pleased with my session! I…read morepersonally like firm pressure and Aaron, my masseuse, was fantastic. Questions ahead of time helped focus on the areas that give me the most trouble and made me so relaxed at the end. The place is very clean with a lot of different services and a friendly staff. The membership also seems quite reasonable since you can interchange facials for it as well. I'll be back!

I just had two phone calls with your South Windsor, CT franchise and am in disbelief at the lack of…read morecustomer focus I've encountered. Late last night (Sunday 5/31), around 8:00 or so PM, I was online looking at appointments for a massage. I selected a time for Tuesday (June 6/2) in which I was not scheduled to work, which was 1:30. At 3:30 today, Monday June 1, I was called into work during that time on Tuesday I had scheduled a massage. I called Massage Envy in South Windsor and explained that I need to reschedule due to work. I was told that I would be charged $65 for changing the appointment because I was outside of the 24 hours. I explained that I did not know two hours prior that I was going to have to go into work. I was told the policy remained. I then spoke to a manager who told me the same thing. I asked to speak to someone who had the authority to change this policy. I was told no onsite person could make that change, but that they would contact the senior person over that clinic and call me back. I did get a call back and they said they would waive the $65 if I rebooked right then over the phone for the therapists open slots for next week. I said I was very reluctant to commit a week out given the hard time I was given already today about needing to change due to my work schedule. I said I would need to call that day to know what my availability was, but she said to not be charged the $65 I would need to give them a date/time today. I was then told that the senior manager of that location said that my calling to change my appointment two hours after the 24 hour policy was keeping the massage therapist from "being able to eat". I reiterated that it hadn't even been 24 hours since I made the appointment online. And it wasn't confirmed until 9:00 this morning. I called to change the appointment at 3:30. That is 6 hours that the appointment was "in effect". I completely understand lining up employees and last minute cancellations or no shows. But I didn't cancel. I called to reschedule. And was still going to be charged $65. Essentially, the appointment was confirmed and in place for only 6 hours. I have the text confirmation to verify the time Massage Envy sent a confirmation text the following morning. I have worked in customer service my entire life. And this entire situation has me appalled, baffled and unwilling to do any business with Massage Envy. I have friends who have thought about doing facials, etc and I will advise them and anyone else never to book appointments here. There is an undercurrent of a scam and it doesn't sit right with me. Two hours. I found out two hours after the 24 hour window that I needed to reschedule for work purposes. Work changes that I had just found out about. However, the lady did explain that if I had a doctor's note, they would not charge me. A doctor's note? I'm a mid-forties woman, not a middle school student. In jest I said, "so someone could forge a note from a doctor and not get this $65 charge?" She said, "yes that is the policy". Unreal. Absolutely unreal. I do not for one minute believe that an appointment that had been "live" for 6 hours is going to cause that therapist to starve, nor do I think that calling within 2 hours of a window and asking to change times should be treated with such ridiculously "policy" rigor. Again, I completely understand the intent of the policy. But the execution of this policy in the way it played out for me, leaves zero customer focus as a priority. I intend to fight the $65 with my credit card company.