Massage Envy
Reviews and Complaints

My name is Ashley Moore, 262.366.1419. I had a membership through your company but cancelled it months ago because there is ALWAYS an issue with your business. Every single time - straight problems.

I transferred a credit to my husband, Trevor Molloy, [protected] months ago

I scheduled for a 60 min massage for him today.

He went, with the credit that I had paid $10 to transfer over, and afterwards I get a phone call that only 30 min of his session was paid for and I need to pay for the other 30 min.

I transferred, a credit, a credit that is issued in the form of 60 minutes. I PAID to transfer this credit.

WHY IS THERE ALWAYS AN ISSUE WITH YOUR BUSINESS.

Furthermore, when I called back, I was told that only 30 min, half a credit, was transferred.

This was done at a different location, and I would have to call them to figure it out.

YOU figure it out.

I PAID.

I then paid AGAIN to transfer it over.

I AM NOT PAYING ANYTHING ADDITIONAL.

Your business is not only incompetent, but rude and unhelpful. Fix your own mistake.

Hello

Mars and April 2020 the company charge me 75$ twice . Mars 11 when the country was shut down i call just before the phone line was shut to cancel my membership and Envy massage charge me .

I call to be rembourse or to have a massage and the redwoods city location refuses

Can you please help me

Thank you

Because of covid I haven’t been able to use my membership massages. I called Santa Fe. NM. Massage Envy and I was told they could not provide any massage services until July with no guarantee of availability. I have been paying into the membership and have accumulated over 40 sessions. This seems impractical to try and use membership sessions having to try and balance my work schedule a month or more out to accommodate the Massage Envy schedule.

I’m very disappointed with the Santa Fe, branch.

Martin Buzzell

[protected]

I canceled my membership which was not an issue. They explained I had 60 days to use 5.5 credits and if I needed an extension that would be no problem. Okay easy, right? Nope. I had two appointments canceled and when trying to schedule a massage I couldn’t get in for at least three months. I called a few times asking to extend but both locations said, “the manager would call me back”. Never happened. I emailed and even went in. Again, the manager will get back to me. Today they expire, my appointment was canceled because the aesthetician was sick. I asked about my credits and yet again, “I’ll have my manager call you back”. Honestly I’m sick of this happening with these chain places. What a rip off and how am I supposed to get my money back? I’ll will advise anytime not to go to any ME location and to never sign up for the membership. Very disappointed.

Massage Envy Pompano Beach Florida Federal Highway

I’ve been a member here for easily five years, a new owner took over, I had 23 massages stacked up because of Covid and then when I started to go back IA ask them to stop charging me because I had 23 to use up.

The manager told me if I would book an hour and a half massages three times he would not charge me for three months.

I told him I wanted to stop being charged, and use up my 23 massages.

He told me if I did not pay for three months that the 23 massages would be taken.

I told him that that was stealing and he told me that was corporate policy.

It turns out, that he also took away three massages behind my back

So when I left that day, unbeknownst to me, I only had 20 left when I came in there a half an hour earlier with 23.

I finally harangued the front desk woman enough for her to tell me that three of them were taken away. Owner did not inform me that he was taking away three as some kind of punishment.

So I will be using my remaining massage credits in another location and I will never ever give you guys another dime.

And I’ll tell anybody who will listen.

I just moved to NJ. I started using the englishtown NJ location. I have had my last 3 massages cancelled. I was told that my May 8 2022 would not be cancelled after they cancelled my 2nd one in the past 1 and 1/2 and yet I just got the call that again it is cancelled my mother's day has been ruined. I have spoken with management and they have done nothing to fix. I want my money back as i am not getting the service i have paid for. I would like to be contacted ASAP to fix the issues I am having.

I am writing in regards to the Microderm Infusion service I had on 4/7/2022 which was 30 minutes vs the service I had on 2/12/2022 which was 45 minutes.

I received a $500 gift card for my birthday and was excited to try Massage Envy.

I had an incredible service with Amanda on 2/12/2022 that included the use of the Microderm equipment along with a series of fragrant therapeutic facial products and facial massage before and after the use of the machine with several warm towel cleansings.

As a result I booked another appointment with Amanda on 4/7/2022. Unfortunately I was very disappointed. It was rushed and there were very few products used, limited facial massage and 1 warm towel wipe. I went in at 2:00 and when I got up from the table it was 2:33 PM. I expressed that the treatment was so much shorter than last time and she said the 60 minutes that was advertised on your website included the time she needed for clean up of the machine. In looking into this further, the only deviation from the service itself is a 10 minute prep period. That leaves 50 minutes for the service, as I received in my first visit. I told her I felt that the service was very different from my first time with her. She brushed off my concerns and went on to attempt to sell me products and specials they were running.

I then checked out at the front desk, The checkout process was lengthy, about 10 minutes before payment amount was determined due to the push to do a membership being so intense.

The first time I was charged an introductory offer of $135 and the second $190. Considering it was 30 minutes, that bills out at $360/hour.

I did phone in to speak to Kiana, the manager, at around 5:30pm today. She confirmed that the machine clean up time was in fact not included in the duration of the appointment and that what Amanda had told me was misinformation. Kiana then proceeded to offer no solution to the rushed and subpar service I received on 4/7/2022. She said that the time can vary depending on what the esthetician feels that you need. If the service is advertised as a 60 minute Microderm Infusion with a 10 minute prep period, I expect to be on that table receiving my service for the entire allotted time. I do not expect to be robbed of my time just because I’m having a good skin day. My second appointment included the same Microderm Infusion but did not included the same before and after administration of products with facial massage and warm towel wipes. I did advise Kiana I would be writing in.

I’m 66 and needless to say I’ve had my share of Spa services and this one was questionable. It was painfully obvious that Amanda wanted to finish early using the excuse that the service time included cleaning the machine. Also, I worked in the cosmetic industry for 20 years and after my first appointment, I was so impressed with the smells and feels of the series of products used that I purchased one. Very few of those products were used in my second appointment. I understand there can be some variation in the products based on skin condition, but variation should not equate to less treatment/ massage etc.

At the end of the day, I just expected to receive the same quality of service I received the first time. Instead I had someone trying cut corners, providing me with misinformation and rushing the appointment. It seems they were more concerned about finishing with the job than “delivering exceptional and memorable service”, Massage Envy’s Mission Statement.

I hope my reaching out to you with this negative experience is not ignored like it was by the manager at the location.

After reviewing my situation, please let me know what you believe an appropriate resolution is.

I have been a client for several years now. I am getting into a chiropractic treatment regimen and want to pause my account. I currently have 4 massages on my account, and I am told I cannot sue those credits when my account is paused or frozen. So essentially you just keep my money, and I am out of luck? This sounds very unreasonable to me - actually ridiculous.

Yesterday I called four hours in advance to cancel my 4p appointment.I was told that 50% of the value of th service would be deducted from my next service. I advised that I wasn't aware of this. I stated I would call back after 3p when office manager would be available. At 3p, THE most hostile, unprofessional, condescending, ignorant employee... a Jennifer Narron at the Creedmoor Rd location in Raleigh, NC. She kept calling me "dear", "sweetie", "hon". She talked over me and it was difficult getting a word in otherwise. She was loud and obnoxious. I just needed an explaination not a scolding. I am a first responder, a mental health therapist and I had a client who needed my help. I'm also 64 years old and I told this Jennifer Narron that and she replied, " Good for you."

Approximately a year and a half ago I entered into a year-long contract for services after using a gift certificate at a Pennsylvania location that was near my home (Pleasant Hills)...this was August, 2020 and the pandemic hadn't totally disrupted our lives at that point...the next 6-8 months were full of scheduling difficulties due to staff shortages and service availability...I continued to pay for the services because I was told I couldn't cancel them until the twelve month period had expired...I moved to another part of the city (Squirell Hill) and found the same scheduling issues and staff problems at another location I visited...I'm out about $600 and I'm not too happy about it...I would've had to schedule a weekly massage for two months in order to use up my accumulated hours...I don't understand why there's essentially a "use-them-or-lose-them" aspect to your service...I paid for the services in advance and then had to use them within 60 days of the expiration of my contract...I will say that the employees that I encountered at the Pleasant Hills location were excellent...I can't say that about my experience at the Squirell Hill location...I'm not looking for a refund but I am looking to be able to use what I paid for and not have adequate time to do so, certainly given the restrictions that Covid encumbered us with...I eagerly await a response to this issue.

II just got an alert that my card was charged 70$ when my normal budget is 65$.

I'm guessing that you all are doing and increase in price which makes me not want to stay considering i drive 30 to 40 min to get a massage and you dont offer 2 hrs. and barley offer 90min. as you can see i hardly go and have so much time saved up. I try to look on website for my hrs and you dont have that option. I am not happy that i was charged more and not notified. the fact is i already pay 75 because of tipping.

there is no service in my area, this has nothing to do with the location.

I had a massage appointment at 3:00pm at the Massage Envy at 1660 E camelback rd in Phoenix, AZ with Mercedes. Mercedes came into the massage room, announced that she didn’t like my mask, turned around and walked out. I followed her to the front and asked to see the mask guidelines. My mask adhered to the corporate guidelines (covering my nose and mouth), so I asked for a number to complain to corporate. They told me that my mask didn’t adhere to CDC guidelines, but I’m pretty sure that only an N95 mask has been approved by the CDC, so none of their masks adhered to guidelines. The manager told me that I could pull down my mask below my nose while getting a massage, instead of wearing the mask that I had on. I had no idea how that could help the situation, but I offered to wear a screen shield as a double mask. It was pointed out that it would be very hard to wear a screen shield and get a massage- I agreed. They told me that they didn’t have another therapist but, I kept pointing out that my cloth mask covered my nose and mouth so I didn’t see how they could very well refuse me service when I was following the policies. They had no good reason- could they also refuse service to a person because of the color of their skin? What were they basing this decision off of? No one had a good answer and they asked me to leave.

My name is Veronica Nicholas [protected] my email is [protected]@gmail.com. I am a customer that bought a package pre covid. I paid for a year and have only been able to use 2 - 3 sessions of my package. I have 7 and 1/2 sessions left. I am very disappointed with the way I was spoken too and treated by your Stuart location. The manager's name is Shilo and she was very rude to me. I explained to her that I tried calling to cancel the day before for a session I had long awaited for and they were having phone issues. She asked if I left a message and had an attitude with me. I explained to her that it did not give me an option to leave a message. I asked to speak to the owner and she told me that I could not. I also explained to both locations that the reason I was unable to use my services earlier was because my husband has been sick and the dr's advised us to not go anywhere local because of covid and the possible risk that I would contract it to him. I tried to get my money back from the yearly fees because of this situation. I still have not used 7 . 5 of my sessions. and now would like to be refunded for the money I was charged for these sessions. I feel very uncomfortable going to the Stuart location and the Port St Lucie location is just too far with my husband being sick. I also have a very hard time getting an appt with me working and taking care of my husband. I am requesting a refund of at least 400.00 to be returned me and I will call it a day. I feel that because of covid and my husbands illnesses preventing me from using my sessions that I should have had the option to cancel my services but was told I could not. So basically Massage Envy got a years worth of money from me for services not rendered. I feel this is very unfair especially with us living on a one income household. I would appreciate someone calling me back in regards to this. I do plan on reporting this to the better business bureau but wanted to see if massage envy would do the right thing. Please understand I refuse to go to the Stuart location and if this is how they plan on treating there customers especially with the ones that are having medical issues and cooperate is ok with that than I will have to take further measures. Please email me or call me to let me know what you have decided.

Long term customer.

Attempting to get an appointment. Booked through March.

I have about 11 hours + waiting.

When I inquired about cancelling membership - advised that I needed to use up my hours in 90 days. I can't even get an appointment.

Have tried 4 different locations.

Sarah, Maple Grove, committed to a call back - about 3 - 4 weeks ago. Haven't heard back.

Was given a gift card for Christmas. Since then they changed the face mask rules. I don’t wear them. She did say that some of the therapists don’t make you wear them , so I asked if she could find out for me. She said that I would have to ask tomorrow. I told her that I would be charged if I didn’t get a massage due to me not wearing a mask and not giving a 24hr notice , she said correct. The girl was not helpful at all and was very rude! Then asked for a refund, the girl said no. Once again poor customer service! I would hate to see the person behind the desk to go above and beyond to get answers for a customer.This was in Destin Florida and to be honest would go there due to the poor customer service just through the phone!

I have already gone through one chat message who referred me to a site where I could get a trial "membership" in something for just $5 for 7 days in order to speak to someone. RIDICULOUS. I want a refund of $70 for a gift certificate (November birthday gift) that my daughter has been unable to schedule on line for two months. This is in Charlottesville, VA. Now, during an in-person call to a service location there they tell her she might be able to get in by mid-February. Again RIDICULOUS. The confirmation for the massage was #2519862. My cell number is [protected]. Someone had better call me within next half hour. I will provide my credit card information at that time via phome.