Patricia O Omh
map-marker West Whiteland, Pennsylvania

Management at Exton location

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I have requested cancellation for weeks. The front desk tells me they have to have the manager there, who, by the way, is rarely there.

I asked they supply me with the paperwork to cancel, they said they could not. I have gone there on four different times, times they stated Amanda ODonnell will be there. Not there! I called numerous times, no call back or response.

The staff is very cryptic, and have no authority.

This should be able to be cancelled and paperwork reprocessed from desk personnel. This is unprofessional, poor business practice and unacceptable.

In this day and age of immediate correspondence.

Sadly, there is an esthetician Lori who is excellent, but the office is run poorly.

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Pros:
  • Good when run efficiently and professionally
Cons:
  • Revolving door personnel

Preferred solution: Cancellation NOW electronically

User's recommendation: No response. Buyer beware

Samantha A Kdg

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Verified Reviewer
| map-marker Lutherville Timonium, Maryland

Customer experience

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Massage Envy - Customer experience

Hi there. I have had two dilemas two days in a row at a Massage Envy location and I wanted to share in hopes of improving customer experience.

On Tuesday, I booked an appointment online for Thursday at 11am at the Timonium Maryland location. I have a screenshot of the confirmation. I arrived prior to my appointment to complete paperwork as Ive never been to a Massage envy before. The woman at the desk informed me that I did not have an appointment booked on their end and I showed her the confirmation.

She said there was nothing she could do as they were booked for the day which is completely understandable, so I made an appointment for the following day at the same location. I arrived today for my appointment and did the check in/consents on the tablet and also informed the woman who helped me and was questioning me that I had surgery three weeks ago. I told her that I was cleared and she said that it wasnt a problem just to let my therapist know. When I spoke to the therapist she said its their policy to not massage until 8 weeks post -op, so I was sent away again.

While I understand that policy, nowhere was it stated when booking my first appointment online, nor was it stated by the woman who checked me in who I informed. They offered for me to make a third appointment and I dont feel comfortable taking off of work again after two failed attempts of being treated. My disappointment lies in that I took two half-days off work that ended up being for no reason. I had been gifted a gift card 5+years ago and have not made the time to do that for myself.

I finally did and it ended up just being a frustration and a disappointment. Im not sure why my first appointment that I booked online never went through into their system despite me having the confirmation and screenshot. Additionally, I think there needs to be a clear disclaimer or at least the tablet/representative should inform you when you disclose that you have recently had surgery that you will not be treated.

I hope this is taken into consideration. Thank you.

View full review
Loss:
$80
Cons:
  • Scheduling and membership services
  • Unclear policies

Preferred solution: Price reduction

1 comment
Guest

Massage Envy has a bad reputation. They have been sued so many times.

I went in a one a few years ago to ask about packages and the staff were so duhhh!

and dumb, I left and went to a private practice. I see if you write a yelp review about this location, the owner/manager responds.

Agnes J Esn

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Verified Reviewer
| map-marker Glendale, California

Receptionist said my card expired

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Massage Envy - Receptionist said my card expired
Massage Envy - Receptionist said my card expired - Image 2
I left a message Id like to speak to someone in regards to sone info I received yesterday in La Canada California
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User's recommendation: I’ll wait until I revive an answer or call

Amber Patterson

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Verified Reviewer
| map-marker Ogden, Utah

Extremely BAD customer service

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So I had booked an appointment to get a massage at the massage envy right by where I live, which is something I NEVER do! But, my husband recently passed away and all that stress is sitting on my shoulders and in my back.

Anyhow, the day of my appointment, which was the next day after I had booked it So it wasn't like I could have called ahead of time to change it anyway. But I ended up having to work late and our phones are locked in lockers until we leave/get off work. So as soon as I got off work, which was the exact time I was supposed to be at the appointment I called them to let them know what was going on and the guy that answered would NOT even try to help me get it taken care of. He said that because I was gonna be more than 15 min late, AND/OR that because I had to reschedule it because it was going to take me 20 min to get there, that it didn't matter, that I was going to have to pay 50% of the full price of my massage either way, "Company Policy" he says!

So now, all because I HAD to work late, and extremely bad customer service from a company that refused to take 5 min to try and come up with a solution that would work for both of us, I'm stuck with more stress, and I get to pay a company that clearly does NOT really care about their clients.

AT ALL! I did NOT deserve this, and I'll make sure that I let everyone I know just how poorly I was treated by massage envy.

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User's recommendation: Do NOT go to Massage Envy!

Resolved
Michelle P Bxq

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Verified Buyer

Resolved: Christmas gift certificate purchased online does NOT state a non-member will be up charge $130!!!!

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Massage Envy - Christmas gift certificate purchased online does NOT state a non-member will be up...
Massage Envy - Christmas gift certificate purchased online does NOT state a non-member... - Image 2
Updated by user Feb 14, 2024

Company fixed the issue and I have been provided with apology. I found a different massage envy location that had a lower price, and so my out-of-pocket expense wasn’t as much as the first one. They are all individually owned.

Original review Jan 15, 2024
My Son purchased a massage envy surprise gift certificate online. It was $75. It did not state whether a person had to be a member or nonmember and that it could be used anywhere. I get back home to Dallas, Texas to redeem my gift certificate, only to be informed that only members price is $80, but if youre a nonmember, the up-charge would be $130!! I could not believe this. I told My Son; he called customer relations, and they told him he could not get a refund. I want something done about this. This is DECEPTIVE business practice!
View full review
Loss:
$75
Pros:
  • Nice atmosphere
Cons:
  • Deceptive online gift certificate promo

Preferred solution: Full refund

Resolved
Doris Sqx

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Verified Reviewer
| map-marker Aurora, Colorado

Resolved: Gift card balance

Massage Envy - Gift card balance
Massage Envy - Gift card balance - Image 2
Updated by user Oct 31, 2023

Company fixed the issue and I have been provided with apology. Parlor stated I didn’t have any money on my gift card and corporate stated it was on there.

Original review Oct 24, 2023
In June i contacted massage Envy and on this gift card there was 75$ and today i contacted them and they said it was not in their system. This is the second time i have had issues with a gift card. It happened a few years ago and I lost 75$ on that card as well. I have not been to Massage Envy since last winter so how in the world can this card o longer have any funds on it. I am telling my family to no longer et me any gift card from your company. This is cheating Thank you. Doris Jecminek
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User's recommendation: Don’t buy gift cards as the balance disappears after a while In June I had a 75$ balance and now it isn’t on the card. I haven’t used the card so where did the money go?

Jacqueline C Cxm

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Verified Reviewer

Cancelation fee the 20.00 dollars I am being charged monthly

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I canceled my membership due to the increase in price from 65.00 to 80.00 dollars per month. I had some sessions I needed to use up. I used my last session on Tuesday 3-12-24 at the Cordova, Tennessee location at 6:00 p.m. I was being charged 20.00 per month until I had used the sessions up. I need for them to stop taking the 20.00 out.
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Loss:
$60

Preferred solution: Full refund

Resolved
Eileen M Nat

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Verified Reviewer

Resolved: Lost email

Massage Envy - Lost email
Updated by user Nov 05, 2023

Company fixed the issue and I have been provided with product replacement.

Original review Nov 05, 2023
In Christmas 2022, my husband gave me a gift certificate for Massage Envy. I was so excited, and I thought I had the email securely saved to use on a future date.

After dealing with a lot of emotional stress this year, I remembered the gift and planned to use it. I searched my emails, but it apparently got deleted at some point. Can it be recovered through his phone number, 864-542-****?
I contacted Pissed Consumer who immediately contacted Massage Envy.

Within a day, Massage Envy reached out to me by email requesting more information. I was so very happy when I received a replacement gift card!!!
Thank you all!
View full review
Pros:
  • Customer service

Preferred solution: A replacement gift certificate was received

User's recommendation: Take a photo of your e-mail gift certificate when you get it. Save in your photos. Don’t trust that it will still be in your email when you want it. The photo backup will be easy to find.

Kim C Qzz

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Verified Reviewer

Lost credits

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Updated by user Feb 23, 2024

Terrible. The Hagerstown, MD branch.

Original review Feb 19, 2024
I was told my credits would not expire. I stopped my membership due to surgery and complications from surgery.

My husband had joined my membership but didnt enjoy it. I was told I could use his credits. He only had three sessions. I was ready to start my membership back up after surgery recovery (hip replacements).

I called and spoke with Ben at the Hagerstown, MD spa ( he is the one that originally told me my credits would never expire) and he told me I no longer had any credits and that after two months they are gone. He said that was on my original contract. That is total misinformation. I asked for the manager/ owner to contact me and have not received a call and that has been about three weeks ago.

Do I have any recourse?

That loss to me is about $150. Thanks for your help.
View full review
Loss:
$170
Pros:
  • Nice therapists
Cons:
  • Franchise in hagerstown md is not ethical

Preferred solution: Full refund

User's recommendation: Don’t trust what you are told.

Resolved
Michael R Rgt

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Verified Reviewer
| map-marker Chicago, Illinois

Resolved: Transfer of hours to my wife's account

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From:Mike

To: Message Envy Customer Service

Subj:Transfer of hours from My account to my Wifes account

I am putting my complaint in writing because my multiple phone conversation with your organization have not been acted upon.

Message Envy has not been able to support my requests for messages due to scheduling. When I jointed the program, I made it clear that I would need messages during the same time frames as my wifes messages.

This turned out not to be supportable; therefore, I requested to close my account and transfer my hours to my wife.

Message Envy in Kaneohe, Hawaii stated that this was supportable during our discussion during September of 2023. I stated I would like to transfer any remaining hours to my wifes account, and they stated I should call back on November 30th to confirm the number of hours transferred.

We (wife and I) called on 30 November, and Message Envy in Kaneohe informed me that sixteen (16) hours were transferred to my wifes account and my account would be closed out.

On 12 December, Message Envy called my phone and stated they would not honor my request and would not transfer 16 hours to my wifes account.

I request that you rectify this and provide me a response in writing.

V/R

Mike

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User's recommendation: I have nothing positive to say about their customer service. Ensure you get their responses in writting.

Chris M Cqq

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Verified Reviewer
| map-marker Dallas, Texas

My business

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Original review Feb 18, 2024
Worst customer service I have seen. They arent interested in fixing my issue. No return calls havent even been able to speak to anybody, just a automated system that tells you that the menu buttons arent available
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User's recommendation: Find another company to do business with

Donna C Wrv

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Verified Reviewer

CANCELED

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I have written 3 times to cancel my subscription and keep being told it was never received. I have been in financial crisis and as soon as there was money available, ME charged $210 which put my account overdrawn. I need this credited immediately and my account permanently closed. I will not stop until this happens!!! Worst company ever!!!
View full review
Loss:
$210
Pros:
  • Some are great massages therapists
Cons:
  • Contract scam i feel ripped off

Preferred solution: Full refund

User's recommendation: Don’t get sucked into this contract!!

Anonymous
map-marker Richmond, Virginia

Still unhappy doing business with massage envy.

I have not heard from anyone at the Charlottesville, Va location since January and sending your complaint department an email.

My last conversation with Amber she said that she was refunding me the January payment and freezing my account at massage envy.

After thinking it over I decided to it was probably best for me to try to use the credits I have and cancel my account. I called the office today to discuss this.

Only to find myself getting lied to again on the phone by Amber.

I found out that my account was not frozen and that I had been charged for February with no word from Amber or anyone else at this office.

Amber insists that she told me I needed to fill out a form to freeze my account . Im our January conversation Amber never mentioned a form. Nor did she ever email me any form to complete.

Once again, Amber got very defensive and spoke arrogantly to me on the phone. I reminded her my issue isnt personally with her and its my hard earned money in question.

I have every right to trust and believe information given to me by a company or corporation that is charging me monthly fees for services theyve promised me.

I have every right, as a paying customer, to question actions made by said company or corporation when their actions are different from the promise theyve made to me or differ from what we agreed.

The constant run around and annoyance Ive received from Amber is ridiculous. After months of back and forth with my account not once has the office manager at this location offered me an apology or showed any concern over my on going problem with them.

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Shane N Psj

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Verified Reviewer
| map-marker Port Orchard, Washington

Thank you

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I had two appointments set up for Valentines day, at your Silverdale location. For me and my girlfriend. Our entire day was planned around our 90 minute massages. Amber canceled my appointment. I called and your employees did absolutley nothing to attempt to make it happen other than offer me a 3 oclock appointment while my girlfriends was still at noon. This is unacceptable. Thank you for ruining our Valentine's day. Shane Niemann
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Marva A Ptg

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Verified Reviewer
| map-marker Raleigh, North Carolina

Refund error

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I paid for monthly services at the Brier Creek, NC location from December 2022 to December 2023. I cancelled my subscription December 2023 due to poor customer service, consistently canceling appt.

yet $80 was paid each month. a payment was debited January 2024, (in error) I called to request a refund January 13th.

I checked January 24th and still no refund when I called i was told it was refuned January 15th and emailed a receipt. the refund was credited to a card number I did not provided and was never my card, when I shared with information with Kayla who did the refund she stated a director would have to give the refund due to her error.

View full review
Loss:
$640
Pros:
  • It sounded like a good deal
Cons:
  • Canceled appointments resulting in loss of money

Preferred solution: Full refund

User's recommendation: DO NOT JOIN THE BRIER CREEK MASSAGE ENVY

Anonymous
map-marker Morris Plains, New Jersey

Very poor management at this location.

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the manager should be replaced to service customers properly. They state the manager must call me to cancel my membership. After numerous attempts in contacting and leaving messages to cancel, they don't return the call. I have to resort to process theirs charges as fraud.
View full review

User's recommendation: use a different location

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