Massage Envy customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Massage Envy.

Leave a Comment
Viewing Massage Envy customer service reviews 1 - 25 out of 45
Next »
12
Aug

Posted by Anonymous


on 8/12/21 at 3:58PM

I am very more than upset. I had a complaint and was trying to chat with a Massage Envy complaint recipient on CHAT and they said ok I am connecting you with a Lawyer and it will be $5.00 This is crazy. All because I asked today if the person doing my massage, and I spoke directly to her, had had her two Covid vaccines. The manager came in and told me, I HAD NO RIGHT ASKING THAT QUESTION AND THAT IT WAS AGAINST HIPAA. Needless to say the girl doing my massage said NO she had not had the vaccine. That is ok we all make that choice. But I as a client have the right to ask. Don't tell me I don't, and come in the room like a school teacher punishing a child, telling me I was out of line

23
Jun

Posted by Tina


on 6/23/21 at 3:23PM

After being a customer for 10 years and supporting my center through Covid, my therapist refused to make more appointments with me when I asked her to lighten the pressure one day. No other good therapists in that center.

22
Apr

Posted by Anonymous


on 4/22/21 at 9:51AM

Do not join. It is impossible to get appointments unless you go months out.

17
Nov

Posted by Vernon


on 11/17/20 at 12:13PM

Horrible Service! you cannot speak to any customer service representative on the phone. I have left four messages since October with only one call back and the person didn't leave any contact information. Corporate representative promised to send me an email that I never received.

28
Oct

Posted by Gmansgal


on 10/28/20 at 1:21PM

Today I went to buy a massage for my husband. I gave the manager a $100.00 bill. She said it was $98.00. I had my grandsons with me and ended up getting distracted. When I returned to the register she asked for my credit card. I ended up double paying. Upon my arrival home I called and spoke to the manager who said she waited on me and refused to listen to me. She said their was no $100 in the register. Well of course not because she stole it. She refused to watch video footage and told me I was a liar. I called customer service and left a message. Nobody returned my calls. Do not buy from this company they are rude and the rooms are very small.

27
Sep

Posted by Rosey


on 9/27/19 at 7:25AM

Today, 9/27 I received an email notice of an appointment reminder for 2:00 pm for the West Boca Raton, Fl. location. This is quite amusing since I live in the Chicago area. How did something like this happen and how did West Boca Raton location have my information?

25
Jul

Posted by PH


on 7/25/19 at 9:42AM

Hi everyone. While I love their massages and have used their services a lot and my family too, please do NOT use the website to get an ONLINE gift card!!!!!

I tried to get one 7/23/2019 for my daughter for her birthday and filled the screen out and payment information. Clicked submit and the webpage errored!

That wasn't the worse part. There were no confirmation emails sent to either my daughter or me. However the charge posted the next day to my bank!!!!

And when my daughter scheduled a massage to use what I thought was a gift card of course our location could not verify it. They tried and I tried resending the gift card from the website link. No luck.

Locations near us could not help. There is ONLY an email for help. NO customer support. No phone number to talk to a person who CAN HELP. The phone number posted with my bank post seems to be a corporate number but following the menu prompts for help with gift cards they tell you to send an EMAIL.

I'm not sure about anyone else but when I have an issue with a service I want to talk to a live person.

I am working with my bank now to treat this as a fraudulent charge.

The phone numbers given me we're for SURVEY support. Ugh.

19
Jul

Posted by Anonymous


on 7/19/19 at 11:53AM

Hi

I've been a customer with you all for quite some time and I must say after the call I had today I am quite dissatisfied!!!! The location that I usually am seen at is 14912 Pines Blvd, Pembroke Pines Fl 33027. It's is here that I currently have an appointment scheduled for 4 pm. I originally made an appointment for another time however after booking the appointment I received a call from one of your associates explaining that the massage therapist that I was booked with does not do prenatal massages so I would have to reschedule for another time. I hesitated for a while bc I wasn't sure if the other times they were giving me would work. I went ahead and booked the appointment for the time they said was available. Fast forward I have a flat tire and a infant that has to be picked up from daycare by a certain time today and I'm not sure I'm able to make it by 4. I called to reschedule and I'm being told that my session is still going to be charged bc I have to give a 24 hr notice. I spoke with Kayla who was not helpful at all! And it's hard to believe that no one there is able to help me. Furthermore, the original appointment time that worked best for me they called and made me reschedule. I understand that every company has policies that they abide by bc i too work in customer service. But I also know that they are able to make exceptions to the rules. I'm 6 months pregnant and my tolerance is very little for someone like Kayla who is unable and unwilling to do what she can to help me. Especially when I'm a regular customer of Massage Envy with a membership.

Thank you

09
Apr

Posted by Anonymous


on 4/9/18 at 3:50PM

I've tried several time to acquire a gift card on line without success - help

28
Mar

Posted by Anonymous


on 3/28/18 at 9:46PM

Hi,

We had 100.00 on a gift card and only 40.00 was available. Ryan the clinic manager told me there is no way to show any pass transactions on a gift card. No receipt indicating pass transactions was provides either. The gift card number



The store location was Southlands.



Ryan is the clinic manager

21
Nov

Posted by paul


on 11/21/17 at 7:59AM

Getting in touch with the corporate office is awful all you get are machines and recording, there web sit sucks, is get a membership you are screwed if you have any issues, the people in the centers are great, except when you have a problem, you get turned over to managers how resolve nothing and make promises they can not keep.

15
Nov

Posted by Lonnie


on 11/15/17 at 5:24AM

I bought an e gift card on November 13 I checked my bank account and it looks like it doubled billed me I only bought a $75.00 e gift but looks like I got charged for two how can we resolve this issue thanks Lonnie Tolson

07
Nov

Posted by Anonymous


on 11/7/17 at 12:19AM

I had a car accident I need massage therapy. The lack of effort to get the paperwork done is ridiculous. My multiple phone calls are ignored. Horrible customer service.

12
May

Posted by Anonymous


on 5/12/17 at 12:46PM

My wife and I have contract with the Encino location which has been closed due to electrical problem as posted on door. No reply to calls since May 3. Can we transfer to another location or will the Encino location be open soon? We are planning to stop accepting credit card payments in a few days unless we are assured of continued service.

Sheldon and Ann Rubin

15
Apr

Posted by Anonymous


on 4/15/17 at 5:39AM

Regret purchasing this for family member. Purchased on Good Friday, "assuming" the e certificate would be sent to my Aunt within the hour they stated. However, my aunt Never received the email even though I received two from them! One for the purchase and the other confirming that they sent it to email address i requested! Now, it's Saturday and I have to wait until Monday bc it was done online and the "branches" cannot help me! Never will I purchase anything else from Massage Envy. Nor will I be recommending anyone else to do so! I should have stayed with the spas I am familiar with and had good results. However, my Aunt lives out of town and this was "supposed" to happen quick and easily. Not the outcome though, really a hassle and something else I have to deal with come Monday!

27
Mar

Posted by Anonymous


on 3/27/17 at 11:27AM

Please advise when your website will be functioning to book appointments.
It's been many months and would make things so much more convenient to make an appointment.

09
Mar

Posted by Borntoride


on 3/9/17 at 9:57AM

Customer service really sucks. They do not return calls and they do not answer phone calls. Also, Imperial Oaks location illegally took money from a bank account they were not authorized to do so while I was on the phone with them. I do enjoy the massages, but am getting feed up with customer service.

27
Feb

Posted by Mary quinn


on 2/27/17 at 12:55PM

I ordered a gift certificate from Massage Envy online. I have been billed the one hundred dollars, but the gift certificate has not been emailed to the person I am gifting it to. I have called the main MA number and the number of the salon where I anticipate my niece will go, but with no results. At both sites, I spoke with employees who said that this has been a problem. One gave me another website to contact, but it does not seem to exist. I should not have to pay for a gift certificate that never reaches its destination. Please contact me, Mary Quinn a to resolve this matter. I have a copy of the authorization key for the gift certificate, which I received - not from Massage Envy, but from my bank.

23
Dec

Posted by Anonymous


on 12/23/16 at 2:02PM

Called 4 times this week no called back not happy. Please call Kathy

12
Dec

Posted by Anonymous


on 12/12/16 at 1:27PM

I was considering signing up for Massage Envy, then I saw the above reviews. Is it possible to have a one-time massage?



Denise

30
Aug

Posted by PegM


on 8/30/16 at 11:31PM

I called Massage Envy Corporate Office on Tuesday, August 23 & sent the Corporate Office and email on August 24 - TO DATE NO ONE HAS GOTTEN BACK TO ME.



I called Massage Envy on August 25 & told them that EFFECTIVE IMMEDIATELY I want to CANCEL MY MEMBERSHIP. I will be going to a PROFESSIONAL MASSAGE THERAPIST at� DUKE HOSPITAL in the future.



I WAS NOT able to speak to the manager, the person I spoke to on the phone said I CANNOT CANCEL MY MEMBERSHIP UNTIL APRIL 2017. THIS IS NOT GOOD ENOUGH.



I joined this Massage Envy & was initially going once a month. I have�  a number of disabilities, walk with a walker & use a small Service Dog. On March 29, 2016 I was in an auto accident that has resulted in chronic neck pain. I found that the massage was the only thing that helped with the neck pain. Soon after joining I received the services of a therapist named Rebecca. I really liked her & felt so much better after treatment with her. From that point on I always made my appointments with Rebecca. Since I was receiving so much benefit from the massage I increased my visits to 2x a month.



The last time I saw Rebecca I went to make an appointment in 2 weeks but was told that Rebecca would be on vacation for several weeks. I took the next available appointment with Rebecca which was August 23, 2016 at 1pm.



I could have seen someone else in Rebecca's absence but because I worked with Rebecca for so long I felt she knew my body & my needs so I preferred to wait for when she returned.



On August 22, 2016 I received a message (I was not at home) from Massage Envy at Southpoint confirming my August 23, appointment with Rebecca (they said the appointment was with Rebecca) at 1pm.



Another doctor I see had a schedule change & could not see me at my appointed time. His office called me on the morning of August 23 & said that they had a cancelation that afternoon for 1:20 pm. I told the "NO I had a 1 pm appointment". Knowing Massage Envy's policy that I only had until 10 pm the evening before my appointment to cancel I knew I COULD NOT change the Massage Envy appointment. I could not schedule this doctor until September 6, 2016.



The past 2 weeks have been extremely stressful & frustrating for me. One of the issues has been treatment professionals changing appointments at the last minute. I really was feeling disrespected. There also are some issues where I am living with� a new community manager recently hired, again this�  elicited feelings in me of being disrespected.



On August 23, 2016 after a rather heated discussion on the phone with� the community manager that left� me feeling frustrated & angry I left for my appointment at Massage Envy with Rebecca.



As I always do I arrived early, I took my Service Dog for a walk then headed to� Massage Envy. None of the regular workers were at the desk, no one knew who I was - the regular workers know me. I gave my name but that DID NOT help I was informed that their computers were not working. They asked who I was scheduled to see & I said, "Rebecca". That was when I was informed that REBECCA WAS NOT IN but if I waited "a bit"� SOMEONE ELSE WOULD SEE ME.



After all the DISRESPECT� I have suffered these past weeks THIS WAS MORE DISRESPECT. If I wanted to see someone other than Rebecca I WOULD NOT have� waited for her to return from vacation� before making a follow up appointment. I would have seen someone else in her absence. I DID NOT want to see anyone but Rebecca which is why I DID� NOT schedule� with another therapist when she was� on vacation.



Given that my appointment was at 1 pm� - there were HOURS in which Massage Envy knew that Rebecca WAS NOT IN. The should have called me & given me the option of coming in or not.



I� considered calling Massage Envy to see when Rebecca would return but I HAVE DECIDED NOT TO RETURN TO� MASSAGE ENVY & WILL BE CALLING THEM LATER TO CANCEL MY MEMBERSHIP. I WILL NOT GO TO ANY MASSAGE ENVY IN THE FUTURE AS I FEEL THIS WAS VERY DISRESPECTFUL & INCONSIDERATE.



Furthermore, I WILL NOT recommend Massage Envy to anyone I know now or in the future.



I have ALWAYS been very happy with Rebecca's services but after waiting WEEKS for� her to return from vacation before making an appointment, having this appointment with her confirmed the� day before then arriving to find out she WAS NOT in� I NO LONGER WANT TO BE A CLIENT OF MASSAGE ENVY.



If you do not WILLINGLY CANCEL MY MEMBERSHIP I WILL INFORM MY BANK TO NO LONGER ISSUE PAYMENTS TO MASSAGE ENVY.



I had the option of seeing another massage therapist while Rebecca was on vacation but I chose not to do this because I had a good working relationship with Rebecca. I was told that Rebecca would be returning from vacation on Monday August 22 so I made an appointment with her - SPECIFICALLY� for August 23. On August 22, this Massage Envy location called me & CONFIRMED my appointment with REBECCA. I had to forgo a medical appointment to keep this appointment with Rebecca. It was not until I arrived at this Massage Envy at my scheduled appointment time that I was told Rebecca was not in. Also on the day of my appointment the computers were not working at this location.



THE WAY I WAS TREATED WAS UNPROFESSIONAL & DISRESPECTFUL & I NO LONGER WANT TO DO BUSINESS WITH YOUR� COMPANY.



ARE YOU GOING TO WILLINGLY CANCEL MY MEMBERSHIP OR SHOULD I CONTACT MY BANK & REFUSE ALL FUTURE REQUESTS FOR PAYMENT FROM MASSAGE ENVY?

19
May

Posted by Elise


on 5/19/16 at 8:11PM

Watch out giving your credit card information. I did give my credit card number to Massage Envy. Came in with 2 gift cards purchased from a different location and left a generous cash tip. someone used my credit card to charge a service once I had left the GERMANTOWN , TN location. I received an immediate notice from AMX that my card had been used without my approval and signature. I called GERMANTOWN ,TN Manager Dee Roberts and she was not that interested in helping. I called the next day and she lied at first and stated she hadn't spoken with me the day before. I got her email address send her all of the information and still have not received a call. Also sent an email to the Franchee Department and haven't heard a word. Let's see if this site will contact me.
May 14.2016 last Saturday services and today is Thursday, MAY 19. 2016. EB

13
May

Posted by Wyiasha thomas


on 5/13/16 at 8:28AM

Been with massage for three years never have I had bad service until may 13 2016 call 2 hours ahead to cancel and appointment and she said I will be charge very rude service and she the reason I will cancel my membership and be word of mouth and email to let everone know how you hire rude people she should not be apart of that team massage envy in newnan ga her name was Mrs Thompson Shania

08
May

Posted by Anonymous


on 5/8/16 at 12:22PM

Today is Mother's Day and I just received a call from Massage Envy in Comcord Ca. that the person who was suppose to give me a massage got sick and tthey do not have anyone else to cover. I made my appointment 3 weeks ago for myself and my sister to assure We would have a beautiful Mother's Day of which they have now ruined. I have been a member there for a couple of years and now most likely will be letting it go.

18
Apr

Posted by Mickie


on 4/18/16 at 7:30AM

I cannot add anything new to my experience that hasn't been said numerous times in the comments already. Worst employees. Biggest scam ever. Thieves run this company. Hello Massage Envy! Are you reading these?

Viewing Massage Envy customer service reviews 1 - 25 out of 45
Next »

While You're Here...
  • Add new companies
  • Update listing information
  • Rate a company
  • Leave your comments
  • Link a YouTube video