Read the reviews below to see the experience other people have had when dealing with customer service from Massage Envy.
This company is a scam. After 8 yrs, due to financial loss, need to close my account and after doing the form and calling they are still billing.(for 2 mos) thank the stars above I have a credit card company that is going to help with the dispute. Good luck to the the rest of you!
I am a recent member of the Massage Envy at the Belden Village location in Canton, Ohio. When I initally signed up I was told all about the first four months of free services that were included with the membership. Today I called to change my appointment spoke with Jordan, and was told that the facial was not free that it was only $10 off. She got very snippy and rude telling me that I only had an hour on my acct and the facial was not included in the free offers. She then put Ross, the manager, on the line and explained that it was a $50 value and the only vaved the $10. That's not what I was told in the beginning. So I was LIED to spoke to in a very rude way
and pretty sure no one really cares. I have recommended Massage Envy to a lot of people but from this day on I WILL NOT.
I am a member at massage envy at the renton landing location. I have four massages I need to use. I want to be able to these up before I pay for anymore massages. For the past two years that I have been a member, I have been able to do a 3 day hold so my account is frozen during the withdrawal period, giving me a chance to use up my massages. Recently when I have tried to do a three day hold I have been told that the policy has changed and they no longer allow that. This means I will have to continuously pay for massages that I have not had the time to use or freeze my account so that I can not use the massages when I do have the time to use them. I spoke with Norma the customer relations manager from the Renton landing store last month about this. She said she would allow me to do the 3 day hold and said she put my account on a 3 day hold. However when I tried to schedule an appointment today I was told it was still on a 30 day freeze which meant I could not use my massage credits. This is extremely frustrating as you can imagine to have paid for something that I can't use. When I signed up I was told that I could put my account on hold if I ever needed to and I would still be able to use my massage credits during that time. I can't believe that somebody who has been paying for massages for two years would be treated this way and that you would rather lose a customer then resolve this issue. Please help me to resolve this issue.
Thank you,
Lesley Pahl
I am very disappointed with Massage Envy located at showplace drive in Naperville Illinois. As a Christmas gift for my daughter I purchased a $100 gift certificate, a few days before Christmas my daughter went for a massage, when she went to pay for her massage the girl said that someone had purchased her a gift certificate for $100. Needless to say the surprise was ruined, to make matters worse the girl laughed and said she had been telling customers about gift certificates all week ( ruining all surprises )!! I am SO very disappointed & I will never get anyone a gift certificate from massage envy again!
I have been a loyal member of Massage Envy for a several years now, beginning at the Green Hills location in Nashville TN, to Westport, CT, and, in the past two years, to this Norwalk/Wilton spa. My experiences have been great, both therapist-wise and administratively. My current therapist is the best in my 20 years of massage history.
I can't say I was recently treated in a disrespectful way but what happened below certainly wasn't caring.
My issue is with the so-called "rules." I'm told I can't get a standing appointment or preferential treatment because I'm not a member of the Norwalk/Wilton Spa and I can't switch from Norwalk/Wilton because it's within the same region as Westport. Norwalk/Wilton spa didn't exist when I first moved to Fairfield County but it is closest to my house.
In September, as I was leaving from a massage, when I was ready to book my next massage I was told by a front desk person that I couldn't make appointments a month ahead...only 2 weeks ahead. What????? I have a monthly membership, as most people do. I accepted that as a new rule but it seemed a bit wonky to me.
Time got away from me with out of town travel and a minor health issue and it was Nov. before I called to get an appointment. I happened to be speaking with the manager and she said the two week "thing" was not true and perhaps I had misheard or misunderstood...NO WAY...I know what I heard., and especially remembered it because it was out of the blue and unusual. If a rule like that was changing, it seems it would have come from corporate headquarters and all members would have been notified officially.
Moving on...I was then unable to get an appointment with my therapist until Christmas Eve..not convenient but I took it even though it was only an hour. I typically use built up time or pay extra for a 90 minute massage. The next available appointment was also for only an hour and it was in late January. I must add here that I am retired and have more flexibility than many members and my therapist works 5 days a week till 3. (I think it's till 3)
I asked if I could get in touch with my therapist just so she knew that I didn't abandon her. I was told that was not possible. I asked if the manager could give her a message from me explaining why I wasn't there. The manager promised that she would do so. I found out yesterday that the therapist was not given the message from me.
When I questioned what was happening because I had never had this appointment problem before, I was told that the salon is busier, my therapist is popular and many people have standing appointments. That's when I found I couldn't have a standing appointment because I wasn't a member there. I was also told that I could have an appointment at various times, even for 90 minutes, with other therapists.
Clearly a massage therapist and a client have a bond and I, at least, don't intend to switch around if I'm comfortable with my current therapist. I called the Westport location, which verified that they couldn't switch my membership because they were in the same region, but they told me that THEY did give standing appointments to very regular customers whether or not they were an "official" member at that location. I called the Norwalk/Wilton manager back and was told that the Westport location was larger with more therapists and perhaps I should start going there again!!!!!I
I then called my Nashville location and asked if I could switch back there and then switch to Norwalk/Wilton. She told me she couldn't do that without a legal Nashville address but when she heard my story, she also said, that very regular customers are allowed standing appointments at THEIR location. She said she'd send my story to the Corporate Headquarters, which I had intended to do anyway.
This all just doesn't "feel" right. It just doesn't make sense. Does the manager want to turn clients away from my popular therapist? Do they not like dealing with 90 minute time slots? I know for sure I've never been a "difficult client." It's just weird and, if it remains this stressful to see my therapist, I'll have to cancel my Massage Envy membership, which is a sad prospect for me.
I have recommended the business to MANY friends and acquaintances both in Nashville and Fairfield County, CT. I will now have to pause before doing so again.
I plan to copy and send this to corporate because I don't know who receives this survey and feel as if it would be deleted forever if it only went to the Norwalk/Wilton location.
I was refused a massage today in the Morgantown Wv massage envy on the grounds that I have had skin cancer.. HAD,, as in the past. My husband and I went for a couples massage, filled out paper work, moved to the second wait area. I was shocked when the employee came and and told me the MT was uncomfortable massaging me due his being emotional over a cancer patient in his family. No other MT was available and neither was the manager. I called twice attempting to talk to the mgr to express my Feeling of how unprofessional that was. I was told by an employee,, still no manager, their company policy was they didn't treat cancer patients if they had any treatment with in the last twelve months in addition to the employees refusal Because he was emotional. I have to stress my skin is fine, no wounds or anything but scars on the chest area. I'm pretty sure that's discrimination which is ILLEGAL.
Massage Envy continues to commit fraud despite a federal class action settlement. They have stolen thousands of dollars in pre-paid massages from my family (and thousands of others as well).
They rarely have availability, hire inexperienced therapists, have many reported rapes (unless a therapist's finger slipping into a client's vagina and rubbing her breasts was an accident), high turn-over, inexperienced desk help and are unwilling to do even the smallest things to maintain clients! RUN AND HIDE FROM THIS COMPANY!
I had to cancel a 6:30 PM appointment for today, Friday, July 31. I called at 9:30 am. She took away 1 of the 5 massages I had available because I had to cancel. She didn't even give me a chance to make another appointment. I just gave one as a gift. I am a member at the Palatine, Illinois Massage Envy. I have been a long-standing member including Wheaton and Carol Stream. I want to cancel my membership. I already ordered the gift membership for Linda Johansen for her massage on Sunday, August 2 which is already entered into the system. So that should stay for the Wheaton office. I have 4 more massages left since she removed the 5th one. Please apply them to whatever cancellation rules you have and return any balance to my card on file.
Margaret Raab
I am pretty furious with my location, Brentwood, CA. I signed a 1 year contract about 2-1/2 years ago. Have been happy with program and kept it on a month-to-month after contract ended. But I am moving out of state and have6 massages (and 1 that was transferred as a gift) that have built up. When I gave my notice (told I must do this in person), they told me that I needed to use the massages by September. No problem. Last night I called to schedule a massage and was told that all of my massages have been cancelled and that they needed to be used by July 2. This is ridiculous! I did not have notice of this - and this is an unfair policy. I either want a refund for the total of 7 sessions or I want to be able to use the sessions, since they are paid for! The Brentwood location basically said "too bad". This is terrible.
I am really angered by the customer service, since I feel I have been a good customer. And I really am going to demand satisfaction. Or I will contact the media. Massage Envy should not be allowed to take my money and not give service.
They are a rip off!!!! I can not make it to a 9pm appointment and called at 3:30pm same day asking to be moved to any other earlier time with any therapist. They would not let me book with any other therapist they said I was booked with a specific person and I would get charged 50% for that therapists potential lack of a replacement massage...what?! I am not that persons client I was booked with him by the front gal and now I can not come in to anyone else today without 50% charge? It was the Assistant General Mgr that was condescending and unaccommodating. You can not be in customer service/retail if you are not going to come up with solutions.
What an absolutely horrible company- I will never go back after the past few months and what I've gone through, nor will I recommend them to anyone I know. I would also go further to make sure that everyone I know and can reach by the power of social media is advise to never utilize them. Ever. Disgraceful how they operate- there should be laws they have to adhere to preventing the highway robbery. Just awful front office personnel. At least the two Massage Therapists I saw were both good, but I don't have a single other positive thing to say- which says a lot coming from me.
A few months ago I purchased a $75 gift card for my best friend's birthday. A new Spa Envy opened on Metropolitan Ave. in Middle Village/Forest Hills Queens NY and it was very convenient for her. I am humiliated because the card is virtually unusable. We have both called 4 times to try to make appointments and nothing is ever available when convenient. We were both told that they only have one massage therapist weekdays and two on weekends. And, if we do make an appointment and cancel the day before, we lose 50% and 100% the day of the appt. What do they lose by not being able to accommodate us? I want my money back! J. Rosensky
I requested an appt for 90 minutes early this week for tomorrow 3/13. I received a voicemail saying that had plenty of opening etc for my requested date and time. I just called there an no they have no openings. I have been a member for 2 years. I am now canceling my membership. Membership should have perks. Plus the fact my appt had already been acknowledged by a team member. Hannah was the person who answered my call an told me my name was not listed anywhere. When I asked her to send me the info to cancel my contract, she did not try to talk me out of it or save a "valued" member. Huge waste of $49 a month.
After my first massage, I had to put my membership on hold due to health reasons. I was put on Remicade infussions and than Humira which was causing me to bruise very easy. I have been released to go back to massage therapy. I have 11 paid massages on my account and in order to access those I was told I need to reinstate my account by paying for January through March. I do not want to renew my membership until I use up those paid ones but they won't allow me to. This was medically necessary! Something is totally wrong with this and they won't budge. I am also having problems reaching a live person at their Corporate Office. Be careful! It really makes it so that I really don't want to extend any further commitment to memberships. This event was at the La Habra, CA site......
Tried to terminate contract. Manager did not return several messages, finally called and left a number to call back but when I called what I understood to be bathe number, it was a wrong number. Original contract was husbands, but after heart surgeries, he cannot use. They continued to charge credit card every month. He talked yo manager and she could only suspend for 2 months, but he already had 17 credits. Transferred to me, but I don't use. The credit card expired and I thought it would end then. But they want new credit card to reinstate membership before we can terminate. I don't want them to charge for "lapsed" months since we already have 15 credits that have been charged and paid. Want to terminate contract and not use remaining 15 credits. They already have over $750.
The worst experience of my life. I had been going to the renton, wa massage envy and they refused to turn the heat on. I was so cold I could not finish the massage. I will never be going back and will let everyone know how horrible your service is. I had been going for the last year and you lost a customer for life and anyone else I can convince not to go there.
