Massage Envy

Been trying to cancel my membership for 2 weeks now. Everytime I call Avion states he will get my request over to the manager, Christina, with no call back or email. I called again today and was told Christina is mysteriously on vacation by Avion and that she is the only one who does cancelations and Avion is unsure of when she will be back. I was getting agitated with this place to begin with due to the careless front office not answering phones, this location always being booked, front staff is rude NOW I cannot even get a call or email to cancel my membership. My therapist is moving locations so I want to cancel. Dont waste your money. STILL waiting to cancel my membership, so irritating that I have to keep calling.

We chose Massage Envy at Southlands for our monthly date, and we purchased a 6-month membership. It was difficult to book our appointments at the same time and had to wait a month for our first appointments. We made our first appointment for 2.25.24 for both my husband & I. We both showed up 10 minutes before our scheduled time of 9:00am. My husband was called back for his massage a few minutes before 9:00am. I sat in the waiting room waiting to be called back and at 9:05am I asked the young man at the front desk if I will be getting a full hour since I am starting late, he said yes, then at 9:10 I became agitated because now my husband would be waiting for me after his massage, so I asked the young man again is my massage therapist here and he said yes that she is just running late. At 9:15am I told the young man that this is not okay and asked if she had a client before me and he said no, he went in the back to see what was taking her so long and when he came back he didn’t say anything so I asked and he was very hesitant in answering me and said that she was not there and that he called his manager and that he is sorry she did not call and did not show up, he continues to sit behind the desk says and does nothing. I again say this is not okay and that we had scheduled this appointment a month ahead of time and that this is what we chose to do with our time, and he is not even trying to accommodate or do anything to try and fix the situation. He said that the therapist was sick and neglected to call in… I asked what they are going to do about it, and he said his manager was not answering him and he couldn’t do anything. I was very upset that I chose Massage Envy to spend my hard-earned money, and this is the service I received??? One of their policies is if we don’t cancel our appointment 24 hours ahead of time, we will get charged for the session anyway. Well, my time is valuable too, and I am requesting they pay my wages for my wasted time or compensate me with an additional free hour massage for both my husband and me. I had to ask the young man to have his manager Krista or Kristina to give me a call on Monday and let me know what they are going to do to fix this… Still waiting for a call… This place was a huge disappointment.

DO NOT GO HERE!! Poor service and unrealistic timelines. I canceled my membership and only had 60 days to use my remaining credits, that is not a realistic timeline for someone with a hectic life, kids, that travels, works long hours, etc. They like to screw over their customers.

Staff has always been very pleasant and accommodating. Ive read the bad reviews and most of them are people conveniently forgetting about the super clear terms they signed up for. Yes they have a 12 month contract - because youre getting an experienced therapist for 50/80 minutes for a bargain price. If I may, this is the most personalized service you will EVER receive. Those offended by the gratuity suggestions, which are literally suggestions, should reconsider the highly-educated and experienced physical labor which has just been performed. There are reasons this type of therapy is traditionally expensive and gratuity should reflect that. I will say that the selection of therapists is very thin and I wish I could book an appointment less than 6 weeks out. Business logic tells me that is likely a priority for this operator. Join their wait list for your favorite therapist and there will be a constant stream of openings. Ryan is great for firm pressure and I highly recommend him! And give plenty of notice for canceling damnit!!

I have been seeing Patricia for two-hour massages for the past 10 years. She is professional, strong, and versatile with training in sports injury massage, medical massage, and oncology massage. She even does lymphatic drains. Patricia is in such demand that I have to book my appointments months in advance. I highly recommend her!

I am changing my review from a 2 to a 1. I had to go in today to reschedule my appointment since no one answers or calls back. The only time I got a call back was after my first review. I voiced my concerns about the phones not being answered thinking maybe its a technical issue. I was met with rude defensiveness in return. Everything I tried to schedule after that was booked. After leaving and seeing for myself the front desk was not busy I called the phones. Of course no answer. Dont waste your time with this location.

I have been coming to this location pretty regularly for almost a year. I cant say that I have ever had a bad experience. I got the membership after a few visits and was a bit confused about when I got the free massage(from the monthly payment)because I had prepaid a few months. I called for clarification and the manager that I spoke with was very polite and took the time to explain each and every charge that I incurred. My masseur is AWESOME!!! Also, when I just scheduled appointments on the phone with Chris, he was very polite and efficient.

I love my massages here and try to never miss a month. Monica gives the best deep pressure massages and works out knots I can’t get rid of on my own. I have chronic pain and this is a must for me.

I visited the chiropractor in Southlands and they advised seeking a massage in combination with my back pain. I was able to get scheduled same day with Celesté. I arrived barely able to lay down flat on the massage table and I felt so good after I didn’t want to get up. Thank you again and see you soon.

Good luck getting an appointment. I dont have the kind of work schedule that I can plan a massage a month in advance. I pay $60 per month for my membership and have only successfully gotten a massage twice in that time. This membership has been a complete waste of money

I have been trying to book a massage for several weeks. I have a membership and have tried online with zero appointments available. I have tried to call and their is no answer. I leave a message and don’t get a call back. Only thing reliable is that they take my money every month, but are not rendering any services. Super disappointing. Can’t even talk to someone to cancel the membership. What a waste of money. Turning in to the BBB for fraud. Don’t recommend this location. Sad as their therapists are very nice, should you ever get the opportunity to see one.

I came in for the first time, Ryan was my massage therapist and he was absolutely phenomenal. The ladies at the front were very informative and extremely friendly. If you are looking for a good massage to relax, this is definitely the place to go!!

Front desk receptionist Isabel is very pleasant and helpful. Massage therapists Brian, Monica, Miranda, and Patricia are great at making me feel relaxed and refreshed with their professional massages! 5/5 stars!!!

Don’t fall for their membership trap. Charging more per month than a 1 hour massage. Transfer options are somehow more limited than the availability of their staff.

I have been going there for a year. it seems I have problems every visit. 5 times I was scheduled either for the wrong person, wrong time, or both. One time the masseuse was ill, no one notified me about it. I am not going to talk about all my problems, it was a lot, I do not want to waste more of my time with them. I just wanted to say about the manager a little bit. The manager (I think her name is Claudia, not sure though) was very rude, mean, not professional, not ethical. She never has solutions for the problems, never apologies for their mistakes. Stuff is always new, not trained.I have never had such a bad customer service experience in my live. Ive got more stress then relaxation with them. I agree with the people: do not sign a contract with them, they are lying , scamming you. I might give them another chance, if they changed the manager. I love Celeste, she is the one from all I tried that does a good massage there.

$140 facial was “dialed in”. Super disappointed how rough and rushed it was. I know I was her last client of the night but geez why take the appointment amd make me feel like an inconvenience? No idea what products were used and it is what you would expect from a franchise. It was a lot of money and I will go somewhere else that make me feel that this was supposed to be something special Overall, the Southlands location was unprofessional for the high cost of a facial that felt like my ski. Was being rubbed off my face. Super bummed as I had saved and chose to spend at this location.

I got my fiancee a gift card for a one hour massage. After, she told me she enjoyed the therapist, Avery, did a good job but the staff at the front desk was disappointing. This was her first time getting a massage so she arrived early, was told to have a seat and after while had to prompt the employees for all the information including filling out initial forms. One girl was on her phone, looked at my fiancee and went back to her phone. After the massage, they didnt take the time to talk to her about memberships. I was going to get one for myself but am rethinking it.

Go somewhere else if you can. I’ve been a member of this Massage Envy for 6 years and its been great up until late 2022. The masseuse are excellent but the front desk staff are not. They don’t answer the phone, they say they will freeze your account and they don’t, they say they’ll reimburse your money but they don’t and they show no empathy for their mistakes, I’m very disappointed and I’m going to have to cancel my membership unfortunately.

Booked a massage on the app and they didn’t really have a therapist available for the time slot. I left home and headed to the appointment and the front desk called to cancel. The the staff at the front desk should be monitoring the app to make sure it’s up to date when a therapist leaves for the day. Very disappointing, this has happened at another location as well. We had a group of three for the same time and one appointment was canceled. It’s disappointing that Massage Envy has a strict cancelation policy for their clients but don’t hold their spas to the same policy.

I have had a membership here since June 2016 and I love them! The therapists have always been great and friendly. The front desk has always been helpful, too. The manager (I forget her name) and assistant manager, Angelica, are always so nice and quick to get questions answered and problems solved. I would definitely recommend this location to anyone who was looking for a massage membership!

Terrible customer service, and a terrific scheme for a company to make money without delivering services. Have had numerous issues getting appointments scheduled, was told to schedule things weeks ahead of time which resulted in the staff calling to cancel appointments due to therapists not being available. Understandable when it happens once but several times in a few months, not acceptable. Save yourself the aggravation and go someplace else! The management here is a mess and does next to nothing for customers. Great therapists, but mismanaged and terrible policies.

In order to leave a review I had to leave at least one star, unfortunately, this massage envy is the most convenient for me to visit at it is close to my home, but I hate the service. The front desk staff has never met my expectation for service and the management is a joke. I felt I was bullied into getting a contract with them and made to jump through hoops to quit. I requested to cancel my account and they told me it would take 10 days for that to clear. I thought that was great, until they told me I wouldnt receive the paperwork for 24-48 hours...when I asked why, they said their manager was very busy. I told them that was inconvenient for me as I wanted to cancel before I had to pay my monthly dues on the 15th. I asked if I could just come in and pick up the paperwork and cancel and the attendant said that it wouldn’t make it go any faster as it would still take 10 days to process. I asked her if I could just freeze the account and then she said it would be $20, but that her manager would have to do that as well. I asked her when the freeze would take place as I am ready to quit with this establishment, and she said that she wouldn’t know. I asked her when the fee would be taken and again she did not know. I was very uncomfortable with this as I would like to know when I will be paying for a ridiculous fee and that I will not be charged $20 to freeze my account and then my monthly dues on top of that. Overall they are very unorganized and dismissive of their customers. I greatly dislike this particular massage envy.

Short staffed, difficult to make appointments, they cancel appointments, and they forget to add you to the schedule sometimes which is a complete waste of my time.

The service at Massage envy has become horrible. The front desk staff are clueless and border-line rude. In order to get in you have schedule weeks in advance and my last massage was simply canceled on me. I was told that they had overbooked. I was given no other options - just canceled. I asked to have the manager call me and never heard a word. We have now canceled our membership....just to keep with the cancel theme

Beware of any deals. They will raise the price $45 more and then give an excuse of new management wont honor your deal. They talk about massages rolling over but it doesnt matter if you cant get an appointment. Then if you cancel all those massages you paid for are voided. Not sure what we are paying for and hopefully we hear back from corporate.

I am new to Envy I got a gift card, the 1st lady I talked to she was fine, she explained the program and signed me up. The 2nd ,3rd time I had gone the front desk people are super rude,they get bother when I ask questions regarding products or offers. They dont care ,they dont know and continue to hide behind the counter gossiping or they are in the little office on right side to continue to gossip.. when the massages is done I have go ask them to make my next appointment Then I get an attitude because I feel like I am bothering them.. this is the worst experience I ever experienced ..

Michael is absolutely excellent! He is exceptional at medium and/or deep tissue, relaxing massage. He is friendly and made sure I was happy with the pressure and knew my specific requirements/needs. I definitely recommend him! I have been a member for over 10 years and have been to multiple locations, this is by far my favorite.

While the massages at this place I would rate a 3. But the administration here is horrible. My wife and I became members at this location when we moved. I was relocated to Wyoming and needed to cancel our member ship. They made it so incredibly difficult! After repeated sent cancelation requests, proof of move. It took nearly 6 months. Even has they continue to charge us for an a service we could not use, as we lived 400 miles away. DO NOT DO NOT use this. I would recommend using AQUA which is still in the Southlands area over by Verizon.

Front desk receptionists can be pretty rude, Jaelyn is a sweetheart, very attentive it makes you feel very comfortable and appreciated along with a few of the therapist that I have had at this location, Meesa and Kathy. Those three have provided me with a lot of information with keeping my skin healthy. But being that the receptionist are the front line of their business, I will not be back to that location. Ive been to a few different Massage Envys and I have to say this is not one of the best

Peter is phenomenal! Hes a pro with sports/injury massages. He takes the time to listen to your concerns and really does well with loosening tight muscles.All the staff seem quite friendly and they offer pretty good membership deals.My favorite part is the check-out before getting seen. I can walk right out after the massage without fussing about the tip or next appt. Loose as a goose and ready for a relaxing evening after any visit here!

Everyone should absolutely go here to get a facial from Alyssa!!! She is so knowledgeable and custom to your skins needs. I literally couldn’t get over how soft my face felt after seeing her. Can’t wait to go back so Alyssa can make my face silky smooth and beautiful!!!!!!

Have been going here for years and in the last 2 years customer service has gone down hill. They still have some very good therapists but started changing rates for members with no notification and then when you ask about it they cant find your contract. They have been over charging me for over a year and wont do anything to fix it. will be looking for somewhere else to go but for now Im stuck here.

Worst massage ever. I tried this place two times and the experience was awful. At the end, the lady at the front desk said she wanted to go ahead and get me signed up for their monthly program and she was very taken back when I said no. She did even ask if I wanted to join just assumed. When I told them that was the worst massage I have ever received, they responded with oh well.

If I could give zero stars I would. I made an appointment. An hour and a half from the time I called.(Called at 430, appointment 6pm) Realized I called the wrong location. Tried to call to cancel 5 minutes after the appointment and they still charged a cancellation fee. What joke! The manager was a jerk. They just want easy money for no services. Do not go to this location. They lost my business. Dont make a mistake and call the wrong location. Youll get charged for it.

I have made it very clear every time I go there that I am not interested in a membership, yet the conversation to push me into a membership usually lasts about 15 minutes with them holding my credit card and not processing my payment while talking to me. The message itself was good, though I could do with a little less chat (I go to a masseuse to relax, not chat). I will be going elsewhere where I am not pressured into a ridiculous membership every time I go.

DO NOT USE MASSAGE ENVY! I am a partially disabled person and I went for a massage on Friday, June 17th. I cannot lay down and have been done before in a massage chair. I was told that they would only do 1/2 hour (new policy?). When I protested I was told that they didnt like to do injured or disabled persons. Will definitely BBB them, and I am considering legal action.

This Massage Envy is closest to where I live, but the service there is mediocre at best. The therapists who do deep tissue massage could use more practice and the front desk staff could use better manners! They also never respond to online requests for appointments. I will stick to the location by my work rather than visit this one.

Great service. They offer a lot of small options to make the experience special, like a couples room and hot stone treatment. Be aware: if you sign the contract for monthly membership, you are locked into a full year commitment. This was not made clear, so I knocked off a star.

Customer service needs improvement. Probably worst experience ever for trying to change my appointment a few hours before it. Every place has their own rules and regulations and it is understandable but it doesnt hurt to empathize and be polite. So with that said, i dont feel like getting services here ever. A good example of that bad first impression made just by talking to the customer service rep prior to even receiving services.

I never thought the best facial I’ve ever had would be at a Massage Envy! Cathy is so knowledgeable and passionate about skin care! I had some frustrating billing issues in the past, but they were taken care of. Very professional and friendly staff!

I had been seeing Alyssa for sometime now. I have had facials, chemical peels etc. Alyssa is very knowledgeable and has great skin care advice. When I thought things couldnt get any better, on Wed Oct 13th I had the best facial in my life. (At 72, Ive had a lot of facials) Alyssa is the best. Shes very through and very consciousness in her work. Although I drive from DIA to Southlands, it well worth the drive. Alyssa, you are outstanding in everyway. A very satisfied client.

HORRIBLE customer service. They are rude, do not answer or return any calls, and are literally never helpful whatsoever.I will not be returning and strongly reccomend everyone else do the same. Try literally any other massage place and youll instantly see how terrible this place is. Extremely dissapointed.

I paid in advance for services and did not get the services I paid for. I paid for an hour massage, hour facial and a sugar foot scrub for my fiancé for our anniversary. Everything was scheduled to happen back to back. It was a superise spa day basically. So I didnt tell my fiancé what I did or what sessions I paid for. She went there and got the massage and the facial. Once they finished the facial she left and no one stopped her. I paid for a sugar foot scrub and no one provided that service. So when I found out she didnt get the services I paid for, she went back and was told she had to purchase another session in order to get the sugar foot scrub. Why do I have to pay for your mistakes?? I assumed because I told the person at massage envy that this was a superise, that I didnt have to tell my fiancé because the people who provide the services know what I paid for. Well I was completely wrong. The person I spoke with told me that I should have told them what I paid for to ensure I get my sessions. My fiancé never got the sugar foot scrub. Im never paying for any services from them again! Thats stealing and its dishonest.

Great massage, was able to get a last minute massage booked and they were super accommodating and professional. Amazing massage that keeps me coming back when I need them

IDK, Ive got 16 credits there and they wont give you your money back! I do not like massage envys customer retention program. Go for the massage but dont sign up for the program. Youll be sorry.

I have gotten a facial, peel and microdermabrasionwith Alyssa and Ive never felt better about my skin. She is knowledgeable and sets up a treatment plan for the best results. Im brighter tighter and smoother wish I could say that for the rest of me. Thank You Alyssa

Horrible experience and a waste of hard earned cash. Spent 100$ for me and my girlfriend, while my girlfriends massage was good, I had the pleasure of getting my massage done by Joanna Kessel. While I had pain in my back in neck, she often did little movement and stood at one spot pushing against me half-assed. When she proceeded to my neck I noticed no movement for over 30 seconds and when I looked up I had seen that she fell asleep during giving me my massage. Horrible experience do not come here

Amazing massage! Saw Angela at this location and Im pretty sure her hands are magic. She relieved all of the stress in my neck and shoulders and found other spots that were holding tension. I feel like a new person!

I have been a member for about 10 years and they are great. Patricia is the best therapist I have ever seen. I have been getting messages for over 27 years and give her a 10 of 10 rating.

Meghan H, the assistant manager, is absolutely wonderful! She has helped me with complicated situations more than once. She is friendly, competent, and gracious. She is an asset to Massage Envy!

I scheduled a couples massage weeks ago for my anniversary. Got a call this morning an hour before my appointment that they needed to cancel and try to reschedule.

Worse front desk staff and manager. They are unprofessional and act like they are doing you a favor by selecting their store. Would skip this place because the staff have attitude.

Extremely rude front desk employees. Phones are never answered and voice-mails are never called back. I even went in and called the phones as I was standing in the lobby! No answer! Dont waste your time.

Well run franchise of Massage Envy. Staff is polite and good therapists can be found here. Great rates for massage therapy by subscription.

I just went in to buy gift cards for my wife and mother so I am only reviewing from that aspect. They were very friendly and helpful and I felt no pressure to buy anything I didnt want. Will be back for more gifts.

I have a membership, they have cancelled my appointment many times. Using up my credits so I can cancel my membership and find another spa.

I wish I could get facials more often. Alyssa F was awesome! She knew her stuff and made the whole experience very relaxing.

I have had horrible experiences with..management...and from desk excluding Kaitlen..l..Allysa is wonderful. At facialsand she is why I have kept membershipbut I am leaving

Dont do it....management is not fair. Tell you nothing for months but in fact there are appointments if management wants you to come. Horrible

They took extra money out Of my account. I have been given the run around for a month now. Still havent gotten my money. I will never use their services again.

The people are friendly and the massages are great. The room was a little chilly this time.

Cant live without my massages and they do a fantastic job

Some great therapists, but they all keep leaving.

Very professional therapists and a clean and comfortable environment.

Used to love this place, but customer service has been on decline here.

Claudia was very rude, arrogant and lacked people skills!

Great massages from Amanda and Celeste!

Front office staff incredibly rude

Patricia is one of the best!

Friendly, fast, courteous team.