Massage Envy

I have been a member of Massage Envy for over 15 years. I had a massage at the Wyoming/Academy location yesterday, it was the worst massage I have ever had. I spoke to the manager Amanda and she told me that if you want a firm massage that will be an extra $15.00 and that it takes a lot out of their therapist so we up charge you for the exertion.😳🤣🤣🤣🤣 OMG!!!!!I paid to get a massage and walked out feeling like I had a 2 finger rub. ABSOLUTELY THE WORST LOCATION TO GO TO !!!!!!! Horrible customer service.

Day 3 in ABQ - took some more me time and an Amazing facial with Sophia and an EXCEPTIONAL Deep Tissue Massage with Wendy 🏆🥇 She got rid of a pinch nerve in my neck I’ve had for 3 months now! Can’t wait to come back. I’m going to visit her EVERY TIME I’m here 🎯.

Would be 5 stars if the new owners didnt face slap those of us who were grandfathered with membership pricing. Then they refuse to effectively fix the bathrooms the staff and customers use. Constant toilet issues are unacceptable. Offer veteran discounts if you want to make me pay standard rates that are what new customers pay. I have been a stellar consistent member for 14 years! Its not lost on me that other options are more expensive, but this is supposed to be the every person option and they would get more customers consistently if they stopped trying to compete with resort type spas. My 2 cents....

If you enjoy paying for services you can rarely use, this is the place for you! Every month you get charged for a massage you can either use or accumulate for future appts. I had to freeze my account because I could never get in, most decent times are always taken so I rarely had the opportunity and its not cheap. I tried to cancel and was forced to pay an additional month before canceling. Im done donating to Massage Envy. Some of the massage therapist were great, such a shame.

I’ve been a ME member for eleven years! The staff is always professional. The services are good but quick. The “hour massage” is 50 minutes. The prices have gone up recently. The availability is more difficult now days to get in, last minute or walk up is virtually impossible.

Too much turn around with therapist. Hard to find one to really focus on my needs. Asked to work on specific areas but focus was on parts not really needed. Not really a 60 min massage, more like 50min. and felt like a 45min. to be exact. Massages are okay. Waitlist text is a good service, however I was never able to take advantage due to a busy work schedule. Customer service on calls were not very professional, put on hold and call back were never given unless you owe a payment. Spa was always tidy and clean. Sorry to say but will not continue my membership,

I’ve been seeing Erryn as my aesthetician for the last year. Her product recommendation helped clear up my cystic acne. She is so knowledgeable and also gives the best messages. I started seeing her for 90 minutes instead of just 60 minutes for that reason. At the beginning of the summer she recommended the micro infusions to help hydrate my skin more effectively in the dry summer months and I really noticed a difference. She is super sweet and I always look forward to catching up in our appointments together.

I purchased a massage for my sister for her birthday and we scheduled together. When I bought the gift certificates, I very specifically told them we both wanted a deep tissue massage. They assured me our gorls would give us that. We had tried here before and our massages were not deep tissue. I tried again. I saw Kayla and my sister Latisha. The massages were terrible. I mentioned to Kayla I had asked for deep tissue, and she told me she did light to medium. Basically my massage was her putting lotion over my body. There was no pressure given.My sisters experience was not much better. I did complain to the front desk who basically said sorry.Unless you just need someone to touch you, this was a horrible waste of money.

I have been a member since April. Very happy with my services. I buy my wife a gift certificate to come in and get a massage. After her massage they say that their pricing had changed and the introductory rate they hav had for years went away. She ends up having to pay as much as the certificate was. ($65). I have to keep my membership till April or they will charge me the rest of the year. Not happy!

First review I have ever written. But had to do it. The manager and front desk staff do not care about members and there are surprise fees. When I complained the manager could have cared less. I stopped my membership and will not return. Most of the therapists are good but they don’t seem to stay there (no doubt due to management) so you do end up having to change therapists a lot because the therapist you like quit. Then you have to waste your money trying new therapists until you find someone one that is a good fit. But then that person quits too. Stay away from this location.

I really worry about the safety of this location. I saw a therapist come out of the bathroom blowing her nose and then right into a room to massage a client and did not even wash her hands. I was absolutely horrified.

Went for an “emergency massage”, not my normal location. I asked for a one hour massage and was advised there was a 90 minute slot available later in the day. I again requested if I could have one hour, and was told the 90 minutes is what was available. If I had not accepted that, since my situation was emergent and quite painful, would it have been better if no time booked of that available 90 minutes? Interesting the front staff “couldn’t see my payment information” on the computer, yet the massage therapist had the specifics of my regular massage requests, ie turn the heat off on the table. Front end people wanting me to “settle up” prior to the massage; they appeared much more interested in collecting my money than providing customer service. The massage therapist worked hard on every part of my body and seemed to avoid the specific area for which I had requested that was and is still in spasm. I certainly won’t return to this location. If could have rated with zero stars, I would have.

This review is for north town Plaza in Albuquerque. First time at this location and with therapist. Had a 90 min massage with Kristi. Web appt set-up, Reminders,Check in, meeting and massage were all great. Professional service made me happy Im a member. Only difficulty is finding an appt on short notice. Common problem in many states.

The staff is incredibly friendly, the establishment is clean and maintained, and the therapists are professional and talented. I enjoy this location and its close to other useful places (Whole Foods, Home Goods, Starbucks, various restaurants)

Super RUDE customer service. I simply called inquiring why I didn’t get a return call, I left a voicemail yesterday. (5/13/22) The woman who answered was super rude just because I asked why I didn’t get a call back. She was obviously annoyed and rude. Is this what these receptionists are trained to do??? Don’t we go to ME for a positive thing??? I called back because I forgot to ask about Father’s Day gift cards but she kept putting me on hold. I know my number shows up on their end and chose to put me on hold numerous times. Soon, she sent me straight to the voicemail. What is it that this receptionist hopes to accomplish by being rude??? Or could it be racism??? I’m stumped. I asked for the manager but I doubt they’ll relay the message. Mature adults should be working, not childish adults. Customer service is a complete 👎🏽👎🏽👎🏽👎🏽👎🏽

My husband and I were told when we signed up for our membership that it could be canceled at any time. What they do not say is it cannot be canceled at any time without paying the full amount due of the months you have left.The front desk staff seem busy which by default makes them seem quite rude.The service staff are wonderful which is the reason for 2 stars given.

A staff member scheduled an appointment in advance for the North Towne Massage Envy in Albuquerque, NM. I showed up and was told no such appointment existed. A problem exists as I wrote down the exact time and date of the appointment during our phone conversation in my calendar immediately, while speaking with the staff member. The manager told me at this location on March 7th that emails are sent out to confirm the appointments. I responded advising her that I have not received email messages from Massage Envy. The manager checked my email address in the system and found that a typo existed which explains why I never received emails from Massage Envy. The manager stated that she would correct the email that had been typed into the system by her staff member. During the 9 months I have been a member, I was advised that massage therapists are sick and that there were no available massage therapists to give a massage for 3 of my scheduled appointments. Each massage appointment was cancelled an hour or two before the scheduled appointment. I have paid for massages, which are an automatic withdrawal from my checking account per Massage Envy policies, and have not received the massages. While speaking with a manager at North Towne Massage Envy on March 7th around 1:10 pm, I explained that I am being charged for services that are not rendered. The manager stated she has no control over her staff being sick. I understood her point of view but the customers money needs to be returned if the scheduled service needs to be cancelled by Massage Envy staff. The manager advised that appointments need to be made again, that there is nothing in their contract that offers a refund for cancelled appointments made by staff members. The Massage Envy location is so busy that to book an appointment takes 3 weeks advance planning. More massage therapists need to be hired to fill the demand. I asked the manager on March 7th to cancel my membership since massage services are not being rendered though I am paying for them. I was told that my membership can be cancelled but I am required to pay for the massage services until the end of the contract in May 2020. This situation is in violation of good business practices since a customer cannot charged for services that have not been received. I am asking again that I be contacted by a manager or better yet, the owner, so that attorneys do not become involved. The stress I have experienced trying to receive the services that I have paid for in advance is excessive. Very poor business practices and customer service.

I start by saying that I love Massage Envy. I have been a loyal customer for many years now. However, this location falls a bit short of the customer service associated with the Massage Envy brand. I have visited this location several times over the years and consistently had less than average experiences. When confronting employees and leadership on the shortfalls, there is always a lack of ownership and accountability for poor performance. My most recent experience was over a scheduled 90 minute massage. I received an email cancelling my appointment 20 minutes before my massage. I tried 3 times to call their office for a clarification but my calls went unanswered. So, I just went on with other plans, thinking I now had more time for my tasks then when I started. Then, 10 mins before my appointment, a new email was sent to me announcing my 90 minute massage was scheduled. By this point, I was 20 mins away from their office. Had I not noticed the email, I would have never realized there was now an issue. I rushed to their office and arrived 10 minutes late to the appointment, then waited an additional 10 mins before being called back for my massage. This left only enough time for a 60 min massage, at best. The therapist was awesome and delivered a great massage.After the massage, when checking out, I never received an explanation from the customer service desk as to why this mix up occurred. The front desk argued I received the 90 minutes I paid for and could not see an issue. I had to remind them and fight to gain a credit for not getting my 90 min massage and lack of respect for my time they caused by poor communication. I have never experienced this level poor customer service from any other franchise in the past. This was not the only issue Ive had with this location over the last several years. However, this last experience convinces me to avoid this location in the future.I encourage you to avoid this specific location, not the Massage Envy franchise. Happy health to all!

Its hard to really rate this place because I get a different experience every time. At least this location has some nice fruit infused water in the waiting room and the location is very convenient for me. I have had multiple different massage therapists and they are all decent in their own ways. I have yet their find someone I absolutely love but once I do Ill probably change my review.

Mediocre-quality massages - the therapists that worked on me and my husband did not accomplish much in terms of getting the knots out of our muscles during our 60 minute appointments compared to other therapists at other places weve used in the past. We both felt like we still needed a massage almost immediately after. My therapist did not seem very experienced.Definitely a for-profit institution - they will try to up-sell you before the appointment by offering add-ons like aromatherapy and special treatments, and you will get a sales pitch after trying to get you to buy a membership. The introductory price for a first time customer is not bad, but after that you will either have to commit to $65/month for one treatment a month or pay exorbitant prices as a returning non-member. Overall, their operation is to gimmicky for me, and the massage I received didnt make my muscles feel any better.

I love this place since I started going. Their membership is an amazing deal. Everyone I have encountered is professional and lovely. Their Covid safety measures are top notch. Asha is the first therapist I have had and I won’t go to anyone else (unless I’m dying for a massage, can’t wait, and she’s not available). Asha is the best. She addresses every request/concern I have. I will only go to Massage Envy and especially this location.

An excellent experience from beginning to end. When I called to make the appointment, I explained my skin concerns and the woman on the phone was able to recommend the appropriate treatment. I came in for a facial the following day arriving early as requested.The lobby was clean, smelled good, and had an overall calming atmosphere. I was welcomed promptly by friendly professional staff. Even after completing the paperwork, my appointment started on time.I have severe cystic acne and Eren, the esthetician, treated my skin, performed extractions and recommended products to take home. My skin felt great afterwards. I am looking forward to my next appointment in 3 weeks to continue treating my breakouts.Thank you for a wonderfully positive experience.

Even though theyve been sued in California for failing to honor accumulated massages after a membership cancellation, they still continue to remove all massages after you cancel.Youre better off staying with a small massage place like the Chinese Healing Massage on San Mateo. Legit place and only $45 for an hour.0/10 would not get touched by massage envy again.

Wonderful experience, professional staff. Theres a masseuse for everyone! I love deep tissue one month and a light Swedish the next

This place doesn’t even deserve one star. They have rude customer service, I was told one price over phone of $90 for an hour and half when booking. I had a 65.00 gift card that was given to me and when I went to go pay instead of paying $30 plus tip they charged me $95.00 extra saying the cost was $159 dollars total. This was not the price that given over the phone I would have never that much. The manager was rude and didn’t even try to fix the issue, instead her staff all rallied around in a threatening manner. I will never return and will make sure friends and family know about this location. This place in my opinion is dishonest with their prices.

If you like getting a massage in a doctors office or a physical therapy rub down, then this place is for you. The lobby is cold and very much like the lobby of a doctors office. The receptionist are as helpful as the people at that front desk of the Urgent Care. The massage rooms are just like exam rooms. This whole experience is like going to the doctors. There is nothing spa like or relaxing about this place. They dont really claim to be. They will tell you that their massages are for wellness purposes. So if that is what you are looking for then sure try this place. Be careful though, their prices change based on how they put your name in the computer or something. They dont give pricing information until they look at your profile....which sounds a little discriminatory to me. I tried them once and had a very un-relaxing experience. Made it a point not to come back here. It wasnt like a massage it was like a medical rub down. Also dont shop here for someone else. It is not a good gift.My husband bought me a gift card here, I tried to get my money back. I explained to them that I KNOW I dont like the Massage Envy experience.. But no... they wont give me a refund. I have to use it on a massage I know I wont like, buy more product then I can ever use....or loose my $125. Oh wait, they also offered to change the name on the gift card.... (I didnt know there was a name on the gift card...but it makes sense since they have to set the prices based on the person) So beware, if you are looking for a wonderful spa massage experience to gift your loved one there are plenty in ABQ, this isnt one of them.

Liz is a phenomenal Massage Therapist: I highly recommend her.However, I had front office staff tell me on two separate occasions that they would call me, but didn’t. I don’t know whether they forgot or what, but I learned in my working career that when I say I’m going to do something, such as follow up with someone, I need to do it, regardless the circumstances. (I was told I’d receive a call the next day but didn’t. The person I spoke to on the second instance said they were leaving at 3:30 that day and that they would call me. To be fair, they didn’t specify when, but it would be nice to have a timeframe. I know that distractions happen and it’s easy to get tied up, but communication is a huge help - even when it’s a quick “sorry I haven’t followed up yet, I need more time” phone call.)I have had a positive interaction with staff when I’m in the office, and definitely recommend Liz.

The management at this location is absolutely awful! Between customer interaction & scheduling, rude & unprofessional is an understatement.Only reason for the extra star is because the actual therapists are fantastic, Monica & Regina in specific do wonders!

That may have been the best massage of my life. Normally I zone out and half fall asleep, coming to feeling relaxed. But I consciously experienced every moment of that massage. Ive been dealing with post partum depression and havent taken much time for myself for a while. I feel so amazing right now. I will be back to see Asha.

If I could give this site a ZERO I totally would. They took my money but when I was having issues with my FSA card they would charge it 2 to 3 times per day...EVERYDAY! I asked them to stop, Raeanna stated she would try to have it hold. I advised I would let them know when it was ok to charge it. My FSA card resolved issue but before I even knew Massage Envy debited my card $280.48. I was in awe. Trying to get my money back has been like taking candy from a baby! Allison is RUDE and a big B#$%^. New owners took control in December but when you buy a company you buy their debt and problems. I will make sure Massage Envy Northe Town loses all their business!

The Massage Envy, a wonderful place to receive a professional message. Just had hip surgery, in Jan and my massage therapist, recommend specific areas i should consider working on to get the flexibility I once had. My body feels great. Thanks Ashley.

Everyone was nice enough, and the actual massage was fine (though she couldnt touch my foot, since it was swollen, she said-- a permanent state for me) the room was so cold, and I said this repeatedly, no change. I went In with allergies and left feeling sick with a cold!

Terrible customer service. If I could give this place zero stars I would. Mishandled documentation of membership cancellation and when asked for a refund they said the assistant manager said no either use the service or not it doesnt matter, you will not receive a refund. So yeah, pretty much petty thieves.

What a great place to get a massage. Beautiful location and space. Teresa is an amazing masseuse. Staff is always courteous and efficient. This is definitely a must do for your physical and mental health.

This place is disappointing. Why would you still take monthly payments out when alot of people are out of work due to the pandemic. We need our money for essential bills, not luxury stuff AT LEAST not untill we have are back to our jobs again. They dont care about people who may be struggling. Even people who have been loyal members, facing hardship.

Great choice for economical services. I especially like the ease of scheduling on the ME app. Paul is great - I’ll definitely keep scheduling with him anytime he is available.

Getting to the point where I’m going to cancel my membership I can’t seem to get an appointment to save my life. They need to figure this out. I’m ready to spend my money at a better managed spa with actual availability.

This was my first time and I went because I had a gift card. I told them I wanted to concentrate on my back, neck and head. She didnt even touch my head except to move my hair. I was completely disappointed. Also, they didnt offer water at the end.

Excellent massage every time.

I was in need of a massage in the worst way. Ryan did a fantastic job. I felt 100% better after my session. I would definitely recommend and definitely return.

Get regular facials here, they have always been kind. Unfortunately my esthetician left... I was not aware that they are unable to keep staff here until reading the prior reviews. This speaks volumes about the management... started going to another location and I am so glad I did!

What a horrible business practice. Oh, you want an appointment? thats too bad. oh, you want information from our website? Thats too bad. This is indeed one of those businesses that is doing so well they dont need your money. Save it and go somewhere else that would not only like to have your money, but reward you with a far better massage than anything you can get from Massage Envy.

I called to let them know I had was stuck with a flat tire. I was told it was a no show and I would be charged 100%. Very disappointing, I canceled my membership.

I have been a member of Massage Envy for over 10 years (in Chino, CA). I will be making an appt soon. Will keep you updated.

I couldnt find the place..I was late they said if I cancelled I had to pay full price...They charged me $130.00 didnt give me a receipt or a discount...

Staff is professional and helpful. Massages here have really helped to relieve stress and decrease my chronic pain. I definitely recommend Massage Envy.

Been going here for three years. Bradley is one of the best MTs I have worked with on my hip issues.

Regina is a fantastic masseuse! She is professional, courteous, and mindful of pressure and client comfort.

Liz was great!!!! I will be asking for her next time. All of them at Northtowne are amazing.

They charged me more than was quoted and then tried to tell me that corporate raised prices today and that I was the one who misheard what was quoted to me, which is 100% false. I will not be going back to this location.

Came into town and was able to schedule massage for four people on short notice same day. Fantastic.

Paul is terrific. Front staff is customer-focused. Easy parking.

Front desk staff and sketchy contract details are costing you customers and money. I feel bad for the therapists here, because they are the ones who suffer.

Liz was my therapist and she was amazing the customer service is great!

Horrible! !!! Dont ever go to this location... incompetent billing!! Called corporate too!! They bill you whenever they want... against your original contract due date!! Beware!!!

Paul is amazing! I literally have ZERO pain, I definitely recommend him!

If you pay for an hour you should get the hour. Why should I lose out when the therapist is late? Disappointed.

Great service but prices keep increasing.

I called and drove across town after speaking with Melissa, only to get there and be told by Melissa that I couldnt get a massage that day.

I love this place. The staff is always nice and friendly.

This place is so relaxing. Absolutely love Monika. She is the best.

Best massage Ive ever had! Ask for Kalina!

Wonderful place! They did really well with customer satisfaction.

Great massage therapists, estheticians and friendly front desk staff.

Always been happy. Have a membership.

Always satisfied no matter what therapist you get.

Loved my message and Liz was great!

Wendy was great. Will be back.

Great staff. Jennifer was very helpful.

Love it!

Love this location always a great experience.

I felt great when I left the facilities

Book Bo. He’s amazing.

Kind and Friendly service as usual.

This location is no longer open

Greatly appreciated therapy

Ryan is awesome!

Great massage therapist!

Great

Kristy is the best!

Best massages anywhere

Excellent servuce.

OK massage

Love it!!!