Massage Envy Reviews 

Tried to book an appointment only to see that their east providence location charges 20% over their other, already super expensive rates. No reason why, but I tried to book it and the credit card system will not allow my card. It doesn't error out, doesn't do anything, no error messages. Nothing. Total waste of time for the most expensive place on earth to get a massage. I have a feeling that Disney knows how to sell you a ticket.

Poor customer service. Extremely difficult to cancel a membership. Very limited availability for sessions.

I know the world is working short-staffed, however, when membership prices increase and you're unable to book sessions because of the lack of availability it's frustrating.

I have been trying to cancel my 2+ year membership for a month now. They have continued to charge my card on file and seems the only way to get a phone call from a manager is when you write a bad review; so here I am - writing another poor review in hopes they will finally return my calls/emails!

I visited Massage Envy, the Falls location on 6/28/21, given a great sales pitch on how well trained their staff is and that they were all “Professional Massage Therapists, regularly trained.”

The first session I came to was promised to be a 2 hour session with full body stretching and a full body deep tissue “sport massage”

What did I get?

The Therapist showed up 25 minutes late, did a 7 minute stretch session and a crap 40 minute massage that made the girls on the beach rubbing suntan lotion on people look like a professional.

I immediately complained to the front desk staff and was promised a full refund for the 2 hours and a replacement session with “one of their best therapists t a different location”

I agreed and scheduled the appointment.

My second session, at a different location; the South Miami location on 9/9/21.

I arrived 30 minutes early and fully explained my last experience at the other location. They told me they had heard many complaints about that "other" location, then assured me the “Professional Therapist” i would meet today was "one of their best". I was promised “this therapist was highly trained with strong hands”.

What did I get?

An individual who had been working with your company for only a few weeks, and complained through the entire session how much her hands were hurting.

Again, i immediately complained to the front desk staff and shared my extreme disappointment.

Again, same as the last location, many apologies, promised refund and replacement treatment.

I asked to speak to a manager, the front desk individuals called and spoke with “head office”. They passed me the phone and said “this manager will help you”.

I explained the full experiences from both locations and stated i no longer wanted the appointments and simply wanted my money back.

I wanted to find a different company that had fully and professionally trained therapists. I was told “All our therapists are professionals and highly trained”, my experience proved this statement was not accurate.

I said again i wanted to cancel the membership and receive a refund for the wasted sessions. I was told by the “manager” on the phone my membership would be cancelled and my money refunded.

Both times I was promised a refund. This time now from a ‘manager” at “head office” promised a full refund and cancelling my membership.

Simple and easy. A professional reaction to a very bad situation. What any good company would do.

What did I get?

Nothing!!!

Not only did i not get the promised refunds, these scammers took 3 more payments from my credit card.

I contacted the company each time a payment was taken and given an apology and more promises of correction, refunds, & claims “We respect all our clients and I would love to be able to address the issue”

Not only has this horrible company wasted endless amounts of my time in 2 different locations, via telephone and email, and failed to follow through on your promises, they have to this day continued to try to steal more money from my credit card.

And they are even sly about that trying multiple times every day using different amounts each time.

I finally put a block on my credit card so they could not steal anymore, and to my delight, i finally received a call from them under the pretense they wished to help...

the follow up call, from a “manager” Monica Trujillo monica.trujillo @ massageenvy.com, only goal was to get more money from me. She claimed she knew nothing about the reported issues, and went on to mock me, make fun of my company and threaten to sue and do damage to me and my reputation if i made any sort of comments on their “how did we do?” reviews.

My suggestion, avoid these scammers. terrible services, disrespectful and scams… This company is clearly only interested in how much money they can get from people, with no interest in the services provided, or promises made.

1) They charged me four times while being open only half the month during Covid. So kinda hard to schedule when you would close the second half of the month.
2) I couldn’t catch up on my credits because every time I scheduled, they cancelled on me the day of (three times different months). Also, they didn’t call me until 10 minutes before my appointment when I already took off work and was on my way.
3) I called TWICE to put my account on hold! The first time I left a message because their office couldn’t answer the phone two days in a row. And the second time I talked to a staff member.
4) They kept calling calling, texting, emailing, threatening to take all my credits away (10 massages) when I had already put my account on hold.

This place beyond sucks! This is the warning you want, trust me!

I would avoid massage envy!!!! We live in Waco and I’ve never had worst customer service. A gentlemen named Brian hung up on me and denied my call when I was trying to figure out my appointment for 1/23. I was on my way to get myself and my son tested for COVID and he said he will charge me for a no show! But let’s keep in mind the handful of times they have canceled on me same day!!!!!! This place is a JOKE!!!!!!!!!! Again avoid them!!! I will be getting a full refund on my account or I’ll be reporting them to the BBB!!!

I went to try Massage Envy and was treated like a leper because I'm healthy and won't wear a mask. It's psychosis to put masks on healthy people. I told them to read the side of the mask box. It says it doesn't do anything for viruses. I also said to mask the healthy is political and I am not a communist. They said that if someone comes in it would make THEM uncomfortable. Note the lobby was empty. I said, them wearing one make ME uncomfortable and I'm not their employee. They were militant with their leftist politic and were very very rude. They denied me service even though it would be fine to not wear a mask if I stepped a few feet in another direction. Its all so insane

Becoming a Massage Envy member is possibly the worst decision I have ever made as a consumer. It appears that the national/corporate component is very limited, thus leaving customers with no recourse when franchises, like my home location in Columbia, MD, act in an unreasonable fashion. Not only do they refuse to take calls or call back, they also routinely fail to meet their own promises (like a 6 month account freeze due to COVID) and make up rules while telling you to follow your contract. Which contract is that when they periodically require new paperwork, only give it to you minutes before your massage appointment, and refuse to supply the contract(s) that I signed? As for the massages, they vary greatly between locations and personnel. In my 10 years as a member (that continues only because I don’t want to forfeit my accumulated massage credits), I have had 2 great massages (in California), a slew of useless massages, and 2 massages (in Maryland) that left me feeling semi-injured due to the person not knowing what they were doing at all. It appears that the training provided is either limited or rudimentary, which causes the few therapists who are competent to be hard to get without 10 to 14 days notice. As someone who competes in track and field as a serious hobby, I became uncomfortable getting massages anytime leading up to or during my competition season and later accumulated even more massages when we moved and during the pandemic. In another twist of inexplicable draconian nonsense, they severely limit how many and how often you can give away massage credits; that despite charging you to do so and even blocking me from donating them to medical and other frontline workers during the pandemic. If you must get massages, I strongly recommend that you seek out local and/or independent operators who will provide a better product and do it for a lower price (while more of the money gets to the actual massage therapist). If in doubt, you don’t have to take my word – there are plenty of Reddit entries that tell the story of working there and their membership practices.

Nothing wrong with the therapist. Chelsea. She was fantastic each time i used my membership. Twice of six. It is the business dealings that are sketchy. I was not able to use all 6 of my sessions fast enough, due to the limited scheduling they have availabe and my own limitations..... so i lost them. After tip, i paid darn near $500 for 2, yes count the 2, hours of massage. I will not be back I DO NOT RECOMMEND!

I live in Myrtle beach & since & after Covid I cannot get an appt for a massage for almost 2 months! I have about 6 sessions to use & according to their contract if I cancel membership I have 60 days to use them! But how if I can’t get in to use them & ive tried 2 different franchises in the area?? I’m going to contact them & cancel membership but if I can’t use them cause there’s no masseuses available what can I do? Then their part of the contract should be null & void right? I seen at end of contract that by no means will they have to refund the money back what so ever!! No way will I sit back & allow them to do this to myself or anyone else!! I will fight hard cause that is breach of contract on their part.. correct! Wish me luck poor customers of Massage Envy!!

unrelated, but valid review.

I wanted to write my assignment on an organization that I like and love the services that they provide, but I'm astounded by all the negative reviews. Some of which I've had heard from people I'm close to experienced personally. I hope this organization changes things around before they become a thing of the past. Although I personally never had a bad experience, I have compassion for my fellow consumers. What about Massage Envy? Do you have compassion for your customers? Will you make an effort to do better? Rise above Covid and your negative Reviews and look into who represents your brand. Hire better and do better. Good luck.

Masage Envy, Sunnyvale ,Ca
My masseuse was quite bad and suddently suggested that I have acupuncture (which is not in their program - which I did not know - so I said yes). I ended up in hopital for 3 weeks with a critcal illness called liver abcess. 10%faitality. The doctors counted backwards using the size of the abcesses... BINGO - that was the day I was getting that accupunture. So you definately must avoid that part. Of course it cannot be proven that i got the abcesses there, but its a really rare decease not easy to catch in our part of the world.

Massage Envy has become an unethical business- especially the location at Potomac Yards in Alexandria, Virginia. I understand that all businesses were under duress during COVID, however, despite my attempting to "freeze" my membership- they ignored my repeated phone calls and emails and did not freeze my membership, continuing to bill me while they were closed. Now that they have re-opened it is impossible to get a competent massage therapist and they refuse to refund me for the duration of COVID when I had requested my membership be frozen. The Corporate Account takes no responsibility for their franchises whatsoever and it is literally like the Wild West. There are a number of new places that have sprung up offering good value massage services and Massage Envy really has gone downhill. I am out thousands of dollars and am quite confident I will never receive resolution whatsoever.

Abysmally bad on so many levels. ___ Truthfully, I have had services through schools of massage interns that were better than each visit to any Massage Envy location, where the massages were mediocre at best. The membership includes the ability to share massages I had paid for, but I cannot give away the service to family and friends who cringe when they hear that it's Massage Envy. And the one year contract, which I cancelled not long after the anniversary date keeps going on, and on, and on. My bank had to replace my credit card, but like COVID-19 variants this business comes at me again and again. I've had to get my attorney involved because every promise for followup and remedy from massage Envy is a lie, and the staff (Mackenzie was one of the last ones I spoke with) fails to make good on their promise to be ethical. Though the owner got involved, and seems to be incapable of accepting factual, documented reality. My advice is run don't walk when it comes to massage service providers that are a part of a chain like Massage Envy.

The massages I would give 4-5 stars. While each massage therapist is different and some are better than others in the years I have been a customer, I've never had a bad massage. My 3 stars relates to some annoying things. First, I love the 90 min massages, 1 hour now seems too short for me. And they advertise the 90 min, yet it's extremely difficult to schedule one. Either don't advertise and offer them or find a way to make more 90 min slots available. The other issue is while Massage Envy touts it's network of locations, it seems your home location is the one that handles your info. So I made an appointment online through my account which shows availability at different locations. I found another location with a 90 min slot and made an appointment only to get a call telling me I needed to give this new location my credit card to reserve. I canceled. I felt uneasy with a membership, monthly payments and a number of unused sessions providing my card to another location for fear of potential payment duplication. So to go to multiple locations you need to leave a trail of credit card info which seems insecure and odd for a company that touts your membership entitles you to go to any of their locations.

I tried to schedule a massage here via phone - I'd done it several times before - but the pushy and sassy front desk person / admin insisted I give them a new credit card to have on file to confirm an appointment (even though they already had one). I politely refused as I was in a public place and did not want to read my credit card number to her.

About an hour later when - when I was home - a different person claiming to be a "manager" called me and once again asked for a call to confirm my 1-hour appointment. This time, I gave them the new card.

When I showed up for my appointment, the sassy and inarticulate woman from the first call was at the front desk. She told me that my appointment was "not on the books" because I didn't confirm it and give them a card. I explained that a manager had taken a card from me not long after we'd spoken and confirmed the appointment. She was still rude to me and said she could fit me in for a half-hour appointment roughly an hour later than I'd wanted.

I went and got some dinner and when I got back the same front desk attendant said my masseuse would be with me shortly. After waiting about 20 minutes I was 15 minutes past my start time and I was starting to get frustrated - as if the original issue with the appointment and the card wasn't bad enough - so I asked the woman at the front desk politely: "Do you know when the masseuse will be ready to start my appointment?"
She responded, in her typically inarticulate slang and tone: "I DON' KNOW SIR! THEY'LL BE READY WHEN THEY ARE READY! IF YOU DON'T LIKE IT I CAN REFUND YOU AND YOU CAN LEAVE!"

The lack of professionalism was astounding. How people with such bad attitudes and poor communication skills get hired ANYWHERE is beyond me - let alone at a place that's supposed to be relaxing.

My massage was okay; nothing was wrong with the masseuse's work (although, as previously stated, the appointment was too short). However, given the attitude and behavior of the classless, low-brow young woman at the front desk, I've vowed never to return.

My wife has been a member of Massage Envy for quite some years now! They have never been a disappointment to us. Very clean place to get massages! Highly recommend

They refuse to cancel my account. I put on hold d/t covid, but they kept charging my monthly fee. I am out 3 "credits" which translates into about $180 that I would like refunded. Every time I ask them to cancel my account and leave me alone (asking since January), I get a hard sell phone call disguised as a "just looking for information" voice mail. Their disreputable sales practices far outweigh any benefit from the few massages and facials I got. Wish I had never signed that contract.

My 96 year old grandmother went in for a single massage using a gift card. She was lied to and convinced to sign up for a monthly program where she was charged $50 a month for over a year. She had no idea she had been signed up for this. Instead, she was told the information was needed to book her massage. When we contacted them, not only were they unpleasant and unapologetic, they refused to refund a single dollar and tried to claim the contract was binding. What a terrible approach to business and immoral way to take advantage of our elderly.

I just found out the whole year I have been being double charged it seems like over multiple times I just looked at my statements for this year and there's 15 charges that they charged me for a monthly membership that is suppose to charge you once a month I would reccomeand if you used this place to look at your bank statements

ZERO STARS IF POSSIBLE! This place refuses to cancel my account during a global pandemic. HEARTLESS, HEARTLESS people working this location. This location on 389 Washington St. Jersey City, NJ (aka clinic 1376) is individually owned. The girl on the phone feels good about her job telling people they can't cancel. How do you sleep at night? The entire world is living a nightmare: COVID, losing loved ones to the virus, losing jobs, losing income; yet you have ZERO heart. This is how you will be remembered. This place is mediocre if you're used to Manhattan spas. Read others' reviews, and believe them! HORRIBLE! STAY AWAY!