Massage Warehouse Reviews 71

Contrary to many of the reviews here my experience was positive. It was a small order -- two bottles of massage lotion. But it was shipped promptly, arrived within five days, was well packaged, and was exactly what I ordered. So no complaints.

I would not give business to Massage Warehouse for any massage related supplies. T
In the time of covid, it's been especially hard for small businesses to do better when ordering from companies that did not specify back order time/delivery and that are selling products that have not been vetted/tested or compared to a control sample for QC.

My company ordered over $500 worth of items from this company at the beginning of April. We gave them slack because everyone was searching for hand san & cleaning products so a little wait was expected.
T
Three months later...we still didn't have everything we ordered.

In June we picked up 16 cans of 19oz Lysol from BJ's for $60. When asking for an RMA to return 10 cans of $11 - 16.6oz disinfectant, we are getting the run around because they didn't fulfill the order in 30 days for PayPal to approve the funds.
Not the customer's fault but we are required to pay to ship these items back that have not been charged to our account.

Simple transaction.

I asked for an RMA for the last 62 days and now I will not order from them again and I suggest you shop around before you give them your hard earned money.

We ordered a massage table from them on 7/7/20, we have emailed them 4xs and called 5xs to let them know it was damaged in shipping. I finally got a hold of someone who said they'd contact the manufacturer to find out what to do. She said she'd email us the next day to let us know. After not hearing anything back after 10 days I called her again. Said she heard from company and they need to send a replacement. Again she will email us the next day to let us know what to do. Again never heard from her, so after 3 more weeks I called and left her a voicemail asking for some response. Nothing, I called their corporate office again today after not hearing from anyone again for 2 more weeks. Said they have the return shipping label to send us and once they get it back they will ship a new one. I asked why we haven't been contacted with that information and I was told they're busy. I said it's been a month since she was suppose to get back to us with the return shipping label, it has been 2 months since we placed our original order for the thing. The table itself seems to be made well but the customer service has been terrible. I WOULD NEVER RECOMMEND THIS COMPANY TO ANYONE!!! Spend your money where they value the customer, not here!!!

Horrible company to make a purchase! I ordered a set of silicone suction cups and tried to use them multiple times before reaching out to the company. The cups are so difficult to use that it takes all your strength squeezing each cup to get a little suction. My massage therapist had recommended these to me. So, I decided to let her try them in hope that I was applying them incorrectly. She had extreme difficulty using them as well.
I reached out to the company to request information how to go about returning the item well within 30 days. I did not receive any correspondence, so I reached out again. And then a few days later the interrogation began. After several back and forth emails giving them the information they had requested in great detail with the issues I was experiencing, they then asked for a video demonstration. Never in my life have I had a company have the audacity to request so much correspondence for a return and now they want a video? I refused and stated I was within the return policy guidelines and copied their own policy in my email. Then I requested additional information for my refund. They went silent on me again.
After giving it several days, I then called to move the process along. It was requested again to make the video in order to issue the refund request. I expressed the refund policy does not outline that being a requirement. And if it is something they require before returning to the manufacturer then they can take the video themselves and should update their outlined refund policy.
Then I expressed I planned to make a complaint with the BBB if the refund was not issued. The gentleman on the phone said he is following his instructions before issuing a refund request. But he went ahead and finally processed the refund for me to return the item. We’ll see if I actually receive the FedEx return label he stated he was going to email. And if they do issue the refund within 3-4 weeks as he stated.
This company doesn’t care about customer satisfaction. And the sad part, they not only lost additional business from items I planned to order but they lost the business from additional massage therapist I planned to refer to the website.
I have written a handful of negative reviews in my lifetime. This company deserves the additional time it took to warn others to not waste their money on bad product or in support of a company determined to be crooked!

I wish I had checked the reviews on this website before ordering from Massage Warehouse because i would have gone elsewhere. Like many other reviewers here, my order took a ridiculously long time to arrive...2 months for some simple plastic protection sheets. And I no longer need them because by the time they arrived I had figured out how to create something that worked just as well, in the more immediate time-frame in which i needed to use them. So now I want to return them. But I have to pay for the return...on something that was a month and a half late in arriving. (It said "in stock" when I ordered it.) Terribly late on orders. Terrible return policy. Do yourself a favor and shop somewhere else.

Got safety goggles from them. Everything was good then came down I had to return them. When asked for a return label the nice gentleman stated I would have to pay out of pocket. Had no issues with the item just my job changed the protocol to face shields only. Really bummed I was gonna give them 5 stars. This company is too cheap to pay for returns not like the other companies where they will give you a returned label at no charge. First and last time I will order from them.

Very complicated process trying to return products. It shouldn't be this hard to return a product. It was a big waste of my time.

I ordered four Brown sugar scrubs from this retailer. One of the four leaked all over the box and was about 2/3 full on arrival. I emailed customer service and have never heard anything back. I even sent them pictures. At this point, I would say I don't really expect any resolution. If they are exponentially cheaper than anyone else you are looking to buy from, then I would consider them. Otherwise I wouldn't buy anything from them since they can't seem to ship their products in a safe fashion. I uploaded pictures of all the oil that leaked out.

My order was placed July 14th. My account indicated, and I quote "In Stock. Will ship in 24-48 hours. (Delivered between Jul 20, 2020 and July 22, 2020) Funds will be captured when the item ships between July 15, 2020 and July 16, 2020." Today I realized I hadn't received a confirmation of shipment from them. I called. Waited 10 min. First customer rep told me it was in the warehouse and will ship today. Told Jason I wanted to talk with a supervisor about the false info on their website. Waited another 10 min. Waited another 10 min. Rachel, another customer rep, not supervisor, told me that the 24-48 hours doesn't cover the weekends. That's not indicated on your website and I ordered it on a Wednesday Rachel, it should have shipped on Friday. Then she told me that because of COVID 19 everything is delayed. Yes, I understand, and again, not indicated on your website Rachel. Here I am suppose to FINALLY get back to work and I have no touch free thermometer to use because, as I was told by Rachel, it will be SHIPPED out by tomorrow or the next day...the actual window of time it was suppose to ARRIVE. They need to stop misleading customers!!! Change your website info so we know the truth when we order!

I am in massage school and I placed an order on June 5th. Said it would ship 24-48 hours. It did not ship out until 1 week later. I needed this stuff for school and the only reason I ordered from this website is because they made it sound like it would be here in a decent time. Still have yet to receive and need this for class tomorrow! Will NEVER be using this website again to order. OH! And when I called customer service, they said my package had been shipped that day, when I look at my order, still says it is processing and not shipped until way later that day. This website is trash.

Terrible Customer Support; Horrible Experience! I made an order for two separate items that go together - a bottle and a top. First - over priced! Secondly, they notified me AFTER half of my order had shipped that the other half was on back order. When I went to return the bottles they had shipped, I had to pay for it at my own expense. I will NEVER use this company again. There are much better companies out there that charge less.

I ordered a massage table. Waited 3 weeks and finally received a different massage table that wasn't what I ordered. Because of incorrect proportions the table they sent me is unusable. I told them about the issue and was told they weren't sure if I could return it. they would have to check with the manufacturer and get back with me. They never did after multiple calls and email. The manufacturer did contact me after several weeks and said if I mailed the table to them they would give me store credit in their store. I said after waiting so long I'd prefer a refund to which they replied that was not possible as I was NOT their customer. To date it has been 3 months since the original order and 2 months since I received the incorrect table and have never once been contacted back by Massage Warehouse to fix the problem. I disputed the charge with my credit card. Massage warehouse responded by sending me an overdue invoice asking me to please pay $557 for the table they sent me by mistake. Yeah right... I have spent so many days frustrated on the phone trying to get them to do the right thing and process a simple return. As an online retailer they must get tons of calls about incorrect orders all the time. I don't get why they are being so ridiculous about something so commonplace. At first I thought it was a honest mistake but if they refuse to correct their mistake and intentionally bill people for products they didn't order they've crossed the line into scammer. Just order your supplies from Amazon. They're cheaper and if they make a mistake they will process your refund/return in about 60 seconds.

I wanted to order a flannel sheet set. I placed an order for 3. When I received the order, I only got the flat sheets, not the set. I realized that it was my mistake as it appeared as if was a set on the website. I decided to just place an order for 3 fitted sheets to make it 3 sets but they don’t sell the fitted sheets to go with the flat!!!???? Since I didn’t want to be stuck with 3 sheets that I can’t use because they do not have a fitted sheet to go with them, I wanted to return them but I would need to pay for the shipping to send them back; so it’s a choice of sending them back and paying for nothing or being stuck with something that I can’t use!!???

Hi there.. PLEASE EVERYONE LISTEN.
THIS IS THE WORST SITE I HAVE EVER BUY FROM. GUYS BE CAREFULLL!!! ITS ALL DAKE, THE PRODUCTS THEY HAVE, WUSLITY, COSTUMER SERVICE. ALL IT'S FAKEE!! I WORNING YOU. AND ALSO THEY EVEN LIE TO YOU, YOU PAY FOR NEXT DSY DELIVERY AND THEY WILL SAND U WRONG PARCEL, AND U WILL RECEIVE UR PARCEL AFTER 10DAYS.AND NOT JUST THST.
WUSLITY IS RUBISHH..!! PLEASE EVERYONE BE CAREFULLL. AND MY ADVICE.
DON'T EVER ORDER FROM THIS SITE. THERE IS LOTS OF GENUINE SITES OUT THERE.
SO DO NOT MAKE MISTAKE
KIND REGARDS
SIMEON STORM
PROFESSINAL MASSAGE THERALISY AND MASSAGE EXPERT
THANK YOU

Awful Awful website. Charged me on my credit card the second I hit the button to complete the order but tells me the order did not go through because of billing address not exactly the way it is with the bank. And then I have to call them and they lead me through insane ritual of changing browser, clearing cache etc. The whole thing reeks of a company who doesnt understand user experience.

There are no words for how awful this company is and there just isn’t an option for a zero star

Order was placed on August 9 2019 for my daughter in massage school.
It is confirmed as being able to be shipped back then but then the repeated backorder messages come. The item is NRG Ultimate Business Starter Package - Massage Therapist.
The backorder date has been changed multiple times since August. Earlier this week it was 10/25. I checked just now and it is 11/08. When I talked with customer service earlier, I was told Massage Warehouse receives no information from the manufacturer other than notice of backorder dates. I asked for information re similar items. When I checked out those items I found they all had backorder dates. Website did show this originally as in stock.
Not sure what the issue is with NRG and/or Massage Warehouse but am disgusted with both. I am also in the healthcare field and will make sure everyone knows to stay clear of this scam of a company and will file complaints with better business bureau

i ordered a massage chair cover and returned it immediately when i realized it wasn’t what i wanted. after calling customer service to get the instructions for returning, i waited weeks and never got a reimbursement for my money. i have called 4 separate times to try and straighten out the issue. i was told it was successfully returned but no one credited my account to give me my money back. Two months later and still nothing...

I purchased the Advantage 1 massage couch. What a load of rubbish! It squeaks with clients on that are small framed! The head rest slips and doesn't stay in place. This is a very poorly made couch. Whilst 'entry level' still isn't worth the money. The couch was delayed for several weeks so I'm assuming it was thrown together and sent from China or the like. The lady on customer service wasnt at all friendly and became rather bulshy! They expect me to send a video to prove the squeaking which means I need to put a client on, massage and ask someone to take a video! Really! My old couch I gave away was much sturdier than this one! Think twice before purchasing from Massage Warehouse!!!!!!

I have been a customer of MW for around 5 years. From employee to self employee to business owner they have always been there for me. As a business owner buying more supplies, I've run into an issue here and there with defective products and the support team (especially, most recently, Yesenia Hernandez) goes out of their way to make it right for me. Good to have a consistent and trustworthy supplier on my side! Thanks MW!

I have ordered from MW for 13 years and I have never had a problem with the company