Massage Envy Reviews 117

I have been a member of massage envy since 2005. PCRK group took over my location and is now not honoring the benefits that came with my contract/enrollment. I showed them my contract and all paperwork that came with it when I signed up. They (manager and area manager) have read my contract and taken it upon themselves to refuse the benefits of my membership. When I reached out to massage envy/PCRK to ask what my membership benefits were in their eyes- I received no reply.
The bottom line was they decided not to honor my contract like they were tossing a coin in a lake. Highly disappointing when I had all my paperwork.

I work in massage envy bay colony for a year and they scam me, always underpaid and they dot teach you any technique also the way they manage the tips is very unprofessional, they had an app were it charges the client to give you a tip so unnecessary, dont work here for your risk

Massage Envy has a corporate policies that do not put the customer first as they should. I had a knee replaced back in December and to place my membership on hold, When I called I was told I had to pay that month's fee anyway because I hadn't called in time even though I wasn't sure when I would be back. Their policy is that you can put your membership on hold for three months, then have to pay another month (even if not using), and you could then put your membership on hold for another three months.

Yesterday I called to cancel before my next charge and was told that I had to come in person and fill out a cancellation form 30 days prior to my next charge date. I was too late this month. (FYI, 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.)

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.

Was called into work earlier today, so I had no choice to cancel my appt. Was told that 50 percent of my balance, which was 110$ was going to be taken because of the cancellation due to 24 hour notice cancellation policy.
I got this massage as a gift, and now because I have no choice but to work, they decide it’s ok to take half of what was gifted to me. At this point I won’t be getting a massage. By the time they take 50 percent of the balance of today’s appt, I won’t have enough to even book for a massage!
This is not ok!
Life happens and I gave a decent amount of time before the appt.
This is bullshit in my opinion!
Do not go here if you have life happen and plans change.

I booked a massage because my regular place (AIAM Message East Brunswick) was booked times I was available. I booked a 60 minute massage with Boww. The beginning started with a Boww trying to upsell me for a deep tissue and extra stuff. After a couple of minutes of saying"I just want a basic for now" I finally told her "I don't want to argue". She insisted on hot stone and said she will do complimentary if I want for next time. We started 7:15 the actual damn massage. I didn't like the hot stone I told her to stop. She tried to make small talk which was annoying. I get 3-4 massages a year and some of the techniques were odd like the face part. Maybe cause I was clearly frowning and my eyebrows scrunched (think annoyed face) which she was trying to spread out (????). At 7:54 it was finished. I said I booked a 60min massage. She said its actually 50 minutes and 10 minutes undress. For someone who gets massages regularly, this is not common practice. But I digress. According to my calculations the massage was actually 39 minutes and I paid full $90. Writing this review is more therapy than ME can ever provide.

I've tried calling 3x within 4 hours to see the balance on my gift card ; why you can't check online is a mystery no other gift card company works like that........

Very dissatisfied with their service at this point!!!!!

I've read several other reviews, here. My experience was similar.
First, I found their "Member Agreement", extremely one-sided (in their favor) and litigious.
Second, in one year, I had 3 different therapists. All quite good. But, they simply left ... for reasons unknown!
Third, I had this uneasy feeling, that it was a "hostile environment." I have a mental health management background ... which allowed me to sense "overly controlling work environments."
There is definitely something very wrong with the Massage Envy corporate culture & work environment!

I had a massage this afternoon at the Norwell location, my therapist was Kelly and she was amazing! I will look forward to going back!

I should have read these a long time ago before signing up. To cancel you have to give them more money, they were charging a card I stopped using. Then fill out paperwork to waste more time no doubt hoping the delay will get them a few more charges. Then we will see if I get my 5 massages that are already paid for.

Beware of cancellation policy!!!
Massage was fine but when I cancelled my membership after losing my job they purposely delayed processing my cancellation by not accepting my email request that I submitted in time to not be charged again (congruent with the guidelines). So they charged me another $90 that I can't afford. Greedy, underhanded and I see why their overall reviews here are 1.7! Shameful management. Gave a 2 instead of 1 because it was not the masseuse's fault but the company as a whole is very shady and not to be trusted. And done over the Christmas holiday . To be fair, the fine print says cancellations must be received AND processed within the ten days, so they can control when your membership gets cancelled even though you send it in time to not be charged again. Beware! They are Greedy and do not care about their members.

I’ve been a member since the Maui location first opened, and it used to be decent. Unfortunately, over the last year it has gone completely downhill.

You can never get an appointment. I’ve tried repeatedly, weeks and months, with no success. Meanwhile, they continue billing me every month. I now have nearly 10 months of paid services banked that I haven’t been able to use.

To make matters worse, if you cancel your membership, you lose all that money. So you’re stuck paying for services you can’t schedule, or forfeiting hundreds of dollars. That feels incredibly deceptive.

This membership has become a complete rip-off. If they don’t have the staff or availability to support members, they shouldn’t be selling memberships.

Do NOT recommend joining.

I was a customer for many years, spent literally a few thousand dollars there. Massages were OK, definitely therapist-dependent. I finally quit, and they made it so difficult. They even charged me an additional month's fee, and refused to refund it because I didn't fill out the "proper paperwork." What a joke!

Wish I could give them a minus score. Tried signing up for a monthly membership, requested be texted day of appointment. Never received a text, and they are billing me for a missed appointment, before I even have signed a contract, or had my first appointment. They missed out on a lot of future revenue for office incompetence. Stay away!!!!

My mother took me to purchase a massage for me as a gift in December 2023. In May 2025, she called me and realized they had been charging her card every single month for 17 months. No one called or emailed or anything about the fact that we had never once used the membership, and she did not remember signing up for the membership at all.
I called them and asked them to immediately stop billing her. So they said because I "canceled the membership" , they would not honor any of the accumulated monthly massages that she had paid for over 17 months. Disgusting.

Crooked operation. You cancel the contract, send them the form and your card gets charged OVER and OVER again. You need to cancel all cards on file if you use their service. This is VERY VERY crooked operation.

If I could leave negative stars I would…Proceed with caution if you are considering a massage envy membership…Signing up for a massage envy membership was one of the worst decisions I ever made. I signed up for 1 year and was told I could cancel at any time, even within the year. The only time I was able to get an appointment was the first time I called to use a credit that someone had gifted me, and one time after that. I tried for months to get an appointment for a massage and was told none were available, but that I could get a facial. If I wanted a facial membership I would not have signed up for a massage membership. I tried cancelling like I was told I could but of course I couldn’t. My 1 year contract is now up and I was given 60 days to use the 11 credits that I have accumulated. Two weeks have passed and I still cannot get a massage appointment at the massage envy that I signed up at or any other local massage envy. The soonest I can get an appointment for a massage is November 28…my 60 are up before then. I tried to gift a credit and they won’t let me do that because my membership is closed. I tried to get a number for corporate and the massage envy near me doesn’t have a number and the contact link on the main massage envy website forces you to choose a location to have an email sent to. This is by far the biggest con game around. I caution anyone who is thinking about getting a massage envy membership. Don’t do it…unless you want facials or unless you want to throw your money away.

I became a member at the Oceanside, NY location.. i just want to say that this company not only had a class action lawsuit against them but i understand WHY. Their staff is not only incompetent but i believe the high ups set it that way to get more money out of people. They've been charging me for months on a membership i've been trying to cancel (that they refuse to help me cancel by the way), that i had to call my bank to BLOCK them from keep trying to take MY money out of my account that I worked for.. plus their massages/facials are NOT worth the hassle you go thru. They should shut down or get new management.

I cannot say enough good things about my session with Norm at the Ballantyne location. From the initial consultation to the final stretch, the experience was exceptional. He listened carefully to my problem areas and tailored the session to address long-standing tension in my neck and lower back. The technique was precise, fluid, and deeply therapeutic, and the pressure was perfectly customized to my comfort level. The studio itself is tranquil and with soothing music and a calming aroma that instantly relaxed me. Clear communication, professional demeanor, and genuine care—you can tell he takes pride in helping people feel better. I left with noticeably reduced stiffness, improved mobility, and a renewed sense of energy. If you’re looking for a massage that truly targets pain while also delivering pure relaxation, this is the place to go. Highly, highly recommend!

When a business earns the trust and open recommendation of a loyal, discerning customer, it assumes a serious responsibility to honor that confidence. What a close family friend experienced here, however, profoundly compromised that trust--and compels this warning for future clientele.

Upon arrival, staff requested a driver's license and credit card--standard protocol. The license was not returned, left behind on the company's scanner--whether through carelessness or intent.

Within moments of exiting the premises, unauthorized charges began appearing: over $44 at Panera Bread (a two-minute walk), another at Wawa, and several attempted transactions through Steam.

Whether this reflects gross negligence or something more deliberate, the convergence of timing, location, and a clear breach of protocol speaks for itself.

To make matters worse, the same employee who processed check-in made a tone-deaf, thinly veiled comment about a nearby liquor store--a subtle but unmistakable act of profiling. Remarks like that have no place in any professional setting, least of all one where clients are expected to disrobe and entrust their physical and emotional safety to strangers.

Massage therapy should be unequivocally grounded in trust, dignity, and discretion. No woman--or person--should exit a wellness space questioning the safety of her identity, her financial security, or her humanity.

My mother entrusted this establishment with her own care, and in doing so, extended that trust to someone she valued. That trust was violated.

Until this location can demonstrate measurable improvements in staff conduct, client treatment, and data handling protocols, I strongly urge others--especially women--to reconsider entrusting their bodies, time, or information to this business.

I took my mom for a massage and I have to say to all of the massage therapist who gave my mom her services were great. On the other hand the receptionist that were there at this location are far from professional and very rude. Specifically Julia who sat there and trash talked a client on the phone after hanging up with her as I sat there and waited for my mom. I could hear all of her giggles and complaints about the person on the phone and was very unprofessional, rude, and to be honest with you very childish in my opinion. There is a sign on the wall that says everything is being monitored by cameras and audio The owner of this location should go back and look at their employees on how they treat the clients. People like this should not be working in the front if it is the first face you see you already put a very bad vibe coming into your doors. You should reconsider the type of people who greet your clients. Just because they say the right words like if it's a script it's the tone of voice that they have and the attitude behind it that matters It doesn't matter if what you say is nice it's how you say it and how you come across to your clients that matter. I have a membership with massage envy this was the location that I did it through and the reason why I do not get my services myself here because of the front staff. The only reason why I came here was because the massage therapist that I had placed for my mom was Latin as she does not speak English and she had already done my massage the first time and I know that she is great other than that I will never come to this location again.