Massage Envy Reviews

When my mother later tried to use the service, she was told the credit was no longer available because my membership had been canceled and that the transferred service expired along with it. This was never disclosed to me. In fact, when I canceled my membership, I specifically asked whether the transferred massage for my mother would still be valid, and I was again told yes, because it had already been transferred to her. I spoke with Jonathan, the assistant manager, who was dismissive and unhelpful. He repeatedly stated that nothing could be done, despite the fact that I paid for that service and it was never used. I then spoke with Santiago, who was even more unprofessional. He talked over me, was rude throughout the conversation, and showed no interest in actually listening or helping resolve the issue.

Both employees came across as indifferent to the fact that their own staff gave me false information that directly caused me to lose money. The most upsetting part is not just losing money for a service that was never provided, but the complete lack of accountability and respect shown by management. If an employee provides incorrect information when selling and transferring a service, that should not become the customer’s financial loss. I paid for the service, paid to transfer it, and the service was never rendered. Refusing to honor it or provide any reasonable resolution feels dishonest and exploitative. After researching further, I found multiple complaints from other customers describing nearly identical issues involving transferred or unused credits. This makes it seem less like an isolated mistake and more like a recurring pattern in how this location handles customer accounts and cancellations.

Up until this incident, I had nothing negative to say about Massage Envy. However, the way Jonathan and Santiago handled this situation completely changed my opinion. Their behavior was dismissive, unprofessional, and made it very clear that customer concerns are not taken seriously at this location. It is also worth noting that while other Massage Envy locations have strong ratings with the Better Business Bureau, the Country Walk location has an F rating. That says a lot about how this specific franchise handles complaints and customer service. Based on my experience, that rating seems completely justified.

People work hard for their money and trust businesses to honor what they sell. To be treated with indifference and brushed off after paying for a service that was never received is unacceptable. I would never recommend Massage Envy - Country Walk to anyone, and after this experience, I would think twice before recommending Massage Envy as a company at all. I am requesting that Massage Envy either honor the transferred service for my mother as originally promised or refund the value of the unused credit along with the fee I paid to transfer it.

When I arrived for my appointment on 4/26, there was no paper for me to fill out. The girl at the desk got a new form for me that I filled out and she said she would submit it for approval for cancellation. I have been a member for my 12-month commitment. I do not understand what approval would be needed. When I filled out the paperwork in person, I asked for the manager to call me to confirm it had been cancelled. Four days later, I still had no call. Today, 2 weeks later, no call. I called and left a voicemail. AGAIN. They literally never answer the phone when you call this location (Kenwood, OHIO). They make it extremely difficult to cancel. Good massage, but terrible customer service.

Once greeted by the therapist, we spoke very briefly before the massage. I didn't like the 10-minute allotted time to undress as part of the massage time. If you get there early, then that shouldn't be counted against you. In regard to the therapist, she did a phenomenal job! What I didn't expect was her to not give me the details of the massage or self-care information. She did ask if I would like a water, which I agreed to. I redressed, then met her in the hallway where she guided me to the check-out area, where I was handed off to the same receptionist. One, the area was very bright, which was hard for me to see and be comfortable in after leaving a dark massage room. I was ushered to sit down with the receptionist who quickly went over my massage session, then she dug into membership prices, along with prices of additional services.

She asked me my profession, which I didn't like, but I felt trapped to answer. I knew that my profession would be ideal for them to push their tactics because of my salary and stress level. From a corporate view, I can see how membership guarantees money coming in and their focus is on non-members. Who isn't stressed these days. I bet only a few people get a massage just for pure enjoyment, whereas the rest of folks are there for the stress reducing benefits, including pain from tense muscles/muscle knots. So, then they focus on the majority of those people. I had to tell the receptionist NO twice, that I wasn't interested and she wanted to know why, which I knew she would debate. I will not sign up for something if I feel pressured, plus I don't want to make a hasty decision.

She doesn't know what's going on in people's personal lives and sometimes, it's hard to commit, though she had an answer for that too (open every day, long hours, and credits rollover). Keeping up with credits and money being deducted every month for a service that I don't know would fit into my life easily would actually add more stress, which is what I'm trying to eliminate. This negative experience reminds me how greedy certain companies have become, to profit off of people, making it difficult to get out of membership contracts, while employees feel trapped. I regret that I went and will probably never go back unless things change for the better.

Linda **

Yesterday I called to cancel before my next charge and was told that I had to come in, in person, and fill out a cancellation form 30 days prior to my next charge date. (When I moved previously I was able to do this via email and didn't have to deal with going in person but was told it was a new owner.) So, I chose to book an appointment to take advantage of my benefits before I cancelled. I woke up this morning with a terrible cold, coughing and sneezing. I called to cancel because I didn't want to get the massage therapist sick and was told I would be charged 50% because I was cancelling same day - store policy. Let me get this straight, I'm trying to protect the massage therapist and you are penalizing me? Not customer centric.

Due to a computer glitch, my appointment showed not available, so I just booked the next spot at 1pm. The next morning, I saw a confirmation text for the 11am appt but not for the 1pm appointment so I called the spa when they opened at 9am to confirm which spot I had. They told me both and since it was within 24 hours of the appointment time, they would be charging me for both spots. I asked if since the appointments were made within those 24 hours as well, there was any option to avoid that and was told that Shelly, the Regional Manager, would not work with me on this. She also manages the Rochester, MN location so I will avoid that spa as well. They charged me for both spots ($100 each) - I am now waiting for my regular location to reopen.