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I really never nor do I like to complain about individuals however, today I had a hot stone massage and was very upset when I left. When I phoned to schedule my appointment I told the woman that I had a gift certificate which included the massage, gratuity and tip. This was a gift I received from my husband for my birthday. I have had a few massages in the past at Massage Envy. When I arrived at 1:00 p.m. for my appointment I was greeted by the front desk whom informed me that he would be right with me. Three other clients came in and were escorted to the waiting area before me. As I sat waiting, the receptionist announced he was having trouble finding my chart. I again informed him about my gift card and spelled my name to assist him. Twenty minutes later my massage began. After which I went up front with my card to pay. [Name Removed] ran the gift card and said there is only $105.00 on the card. Ok. You owe another $33.78. I informed him the card was a gift and should include everything as it states on the card. He said “not since you’ve been here before”. I didn’t understand this. There was more than one occasion to let me know I would be paying additionally for the massage. Feeling duped, I asked if they informed my husband when he bought it for me that it would not cover the entire cost. [Name Removed] replied with a smug, I’m sure they did”. After a rather rude discussion through [Name Removed]I said, “Okay, I will pay the additional fee however I will never come back here again”. [Name Removed] replied with “Okay, that’s fine”.
Please know that there was no raising of our voices. The conversation was calm and disappointing on my part for a few reasons. Specifically:
1) My husband would have never purchased a massage for me that didn’t actually cover the cost of it. I don’t believe he was informed by the seller during the actual purchase. In the future, it would be good practice to ask the purchaser who the gift is for, and then inform them of the actual cost so that it can be paid.
2) As a customer/client I did not feel [Name Removed]provided me with fair customer service. He was very arrogant and treated me as if I was unimportant by saying it was “Okay, that’s fine” if I never patronage there again. The amount of money is minimal ($33.78). It’s the reputation that he should be concerned of. Surely he knows that no one should be treated as if their business is unwanted or unneeded. Word of mouth spreads very fast. Had he simply offered a “sorry for the misunderstanding” I would not have been so disappointed with the issue.
Today’s visit brings up another issue I had. Last year I purchased a gift card for my mother, who had never been to Massage Envy before. She stated that she had to pay an additional fee upon leaving too because the cost of the 60 minute massage had gone up since I purchased the card. I bought it weeks earlier. Originally my mother didn’t mention it to me until I pointed out that I liked being able to treat her and cover the costs for the massage, tip and tax as a gift. This was embarrassing to me as I gave her a “gift” and then she had to pay for it. Is this normal practice? I understand the use of expiration dates. However, I feel that if a person is buying a specific massage package the cost shouldn’t fluctuate after which. That doesn’t seem fair at all. There are plenty of other nice professional places to get a massage, and I suggest you go there! I would NEVER recommend anyone to Massage Envy.
I also sent a copy of this to the Massage Envy corporate office requesting an explanation. I have yet to receive a response.
My boyfriend said he will never buy anyone gift cards again. They make promtions during holidays to generate sales and then when you go to use it the promo is gone and you must pay additional cost. They have bad business and I hope people stop using their services.
I had the exact same issue. My father-in-law buys me a massage for christmas each year. They sold him a gift card that said for a one hour massage. I was anticipating having to pay the tip.
However, after my massage they told me that I owed around 20 (I don't remember exactly how much) more for the massage because it was not my first time to come in, and the gift card was purchased at the "introductory rate" which can only apply to your first visit.
So, they are punishing me because he bought me the gift twice? If he bought it for someone else the gift card would cover the massage, but because I had been in twice it wasn't enough money...that makes no sense.
I understand an "introductory rate" - but not when it comes to gift cards. A gift is supposed to cover the services, the reciever should not have to pay extra. They should ask every person buying a gift card if it is for someone who has ever been in before, or ask for their name and look it up so that they can put the correct amount on the gift card. My father-in-law would certainly have paid the difference he just didn't know there was a different fee for non first time customers, and no one told him when he bought the gift card.
He told my husband he was going to get me another gift card this year, and did I like it...and my husband had to tell him that it didn't cover the cost and to make sure to tell them I am not a first time person. He was so embarrassed.
I feel it is a scam to sell people a gift card that only works for "some people" (first time clients) with no explanation to the person buying it. It doesn't feel like a gift when you have to pay out of pocket and the person giving you the gift certainly didn't want that to happen.
I have tried six times to make an appointment. It seems they will not consider me unless me and me wife sign up for a membership. These reviews have been very helpful. I will never try again. They are pleasantly rude every time
Yup, I was out of the country for a year and a half, but had to pay the rest of the year of my membership (8 months) after six months of being put on hold. What I dont understand is why i am being forced to use all of those sessions in a span of two months. Why am I not being allowed to use it as i please?
I was also told that once I cancel my membership I have to use all 8 of my sessions in 60 days. It took 8 months to accumulate them I should have at least that amount of time to use them. I feel this place is a rip off. If you need a massage GO SOMEWHERE ELSE.
They are a scam
shakti.moon@massageenvy.com