Massage Envy

I am writing this review for the sole purpose of cautioning others before relying upon this location for a guaranteed massage if you need one. I booked an appointment online in advance for 11/22 due to experiencing pretty bad muscular shoulder pain and needing a deep tissue massage. I received a call/voicemail the day before the appointment (11/21) only asking me to call them back to confirm the appointment. I called back to confirm, spoke with a live person at the location 24 hours prior to the appointment time, and was suddenly told that they were trying to get out of there early the next day (it would be the day before Thanksgiving) and asked if I could move my appointment to 3pm instead of 4pm to accommodate their departure. I agreed, changed my work schedule, and moved the appointment. The next day, just a few hours before the scheduled 3pm appointment, I got a call telling me that they were closing early for the day and could no longer accommodate a 3pm appointment. When I protested because this appointment had literally just been moved and confirmed the day before, they transferred me to who I assume was the manager, who told me two different variations of why they needed to cancel my appointment: (1) They have decided to close early today so their computer system would no longer be operational at my scheduled time (which makes literally zero sense for a corporate chain), and/or (2) I booked online and there were two other appointments booked on top of my now 3pm appointment, which is a common problem with their online booking system (again, makes very little sense for a corporate chain with 1,150 franchises nationwide). When I sought clarity as to which issue was the actual issue with my appointment, after it had been moved and confirmed the day before, I was told that both issues were actually the issue and that she was going to have to cancel the other two appointments for other customers as well. She offered to reschedule my appointment to the weekend, when I am unavailable (again, holiday weekend), and then essentially just said to just come in today anyway and that she would make someone stick around and figure it out. Not really an appealing option to receive a massage from someone who now knows I am the only person standing between them and going home early. Im also no longer inclined to rely upon them for a guaranteed appointment time (either now or in the future), nor do I trust them to honor a commitment. I cancelled the appointment and wont be rescheduling. Id be curious as to whether their corporate folks are aware that their franchisees decide to randomly close early and turn away business. I totally understand and support giving your employees time off to prepare for Thanksgiving - but please try to employ better business practices, communicate better (well in advance if there is an issue), and dont leave people who are counting on your services in the lurch.

Booked massage on app with profile that has been active for years. It said amount due was $75 for 60 min massage with money due at appointment. Massage went from 5:04-543. Always expect to lose some time but Our initial chat took about a minute, and was unrobed in less than a minute. Therapist was gone for literally 8 minutes. Wasn’t happy when it ended 17 minutes before hour was up. Massage was ok, nothing special. Go to check out and the kid tells me it’s $125 plus tip. I explained that I booked it on the app and it said $75. He then said that’s only for new clients, and I’ve been a customer for years so that doesn’t apply to me. I expressed my frustration and he clicked buttons for a few seconds and said there was nothing he could do.STAY AWAY!! Have NEVER received a massage worth $75 from a massage envy let alone $125

Melissa H is incredible! I have been going to her for facials and I am thrilled at the results. I HIGHLY recommend her!!!

This company canceled my membership when I had been a customer for over a decade. My credit card was lost , so I got a new card. They contacted me about the payment, and I spoke with a lady on the phone who assured me that my account would be paid up and not canceled. Well it was canceled! I had over 13 massages prepaid,can’t honestly remember how many but it was a lot! I never put my account on hold during Covid-I kept paying them! I helped them stay in business by keeping my account open. I asked to be reinstated and I would fully repay the account for the charges. No deal! I cannot believe that they can do this in good conscience. What a scam organization! Why did I have so many massage credits you might ask; it is because I could not get in during Covid then after Covid, could never get an appointment because of their continual staffing problems. Horrible management.

I tried to schedule an appointment and it was canceled before the date arrived. This has happened more times than I can count lately. I have had many cervical fusions and asked the person on the phone to recommend a therapist with experience. She said she needed to check with the manager to see if they had anyone there that could help me (basically qualified enough) The manager’s answer was “any of the female therapists would be fine”. I have been with Massage Envy for 15+ years and other locations have always taken the time to know their therapists, recommend someone who would be best for my situation and match me with the right person. What was on the other end of the phone was not only lazy, but completely reckless and dangerous. I am shocked at the unprofessionalism and lack customer service at Massage Envy in Arboretum.

Would give 0 stars if I could.Was an employee of the franchise for a short while. They arent great at all. Would not recommend working for the owners. Management is fine but the actual franchise owners do not do their job. Took the word of employees over the actual employee who works very well. I believe it had to do with being African American. Just the way they look at you. Never was an issue to my face but behind closed doors it was a problem and you could tell with certain interactions. Bc who fires an employee that took over abandoned shifts and turn their whole life around for them....WHILE having children. I will be going to higher higher authorities and bringing a case. Hope they are ready for me to act like how they claimed.

I never got a massage at this location. The appointment was messed up from the beginning. The receptionist was unable to find my membership (4 years old) complete with 11 massage credit hours, so took my credit card and told me I would be charged $90 for a massage. Then, she told me there were no 1 1/2 hour massages available, so I booked a 1-hour, supposedly with a male (I prefer the stronger pressure). I arrived to a 1-hour with a female. They did not inform me that they had found my membership and the information from my last massage. I was so unsure of the quality of massage I would receive, I left. This should be no reflection on the therapist; I have found ME therapists to be completely competent in massage. This is a reflection on the front desk training and customer service; on the ME manager at this location.

Massage Envy is like all other businesses. Some employees are better than others. I have been getting massages over 10 years and when I moved to Charlotte I visited Massage Envy and I think they do an excellent job. I tried 2 or 3 therapists before I found one who really understands my needs. THANKS LISA.This is from a true customer.

I was a first time client last Friday. I specifically requested a deep tissue massage from someone with strong hands for head to toe tension and tight muscles. I specified with the front desk AND the masseuse that was needed maximum pressure.I was fooled by the aromatherapy that I paid and extra $10 for. I expected to be sore, yet relieved. All I got was a little rub down and that would relax anyone. I woke up the next morning and I felt like I NEVER even had a massage! I called Saturday and I was told no managers were there and I left my number. Nothing. I had to call back Monday, just to be told that the managers were gone for the day. I left my concerns with the front desk. An ENTIRE business day later, I was contacted 15 minutes before the manager was leaving. She offered the same massage I was jipped out of for the same rate!!! WTF? Come to find out-the masseuse was only 21 and didnt have much experience to say the least. I said this was unacceptable, but she would check with the OTHER manager to see if anything further could be done. Fast forward 2 more business days...I had to call her and inquire!!! She said there was nothing more they could do. I asked for my money back for services NOT rendered. She denied me. I mentioned I would dispute the charge from my Visa. She could have cared less. I told her I would never be back or recommend them ever! She said ok and hung up on me!!! Talk about customer service towards a first time client!

Impossible to book appointments unless you book a week out or go with on their new and inexperienced therapist. I have been told that they are understaffed. Owner hires beginners and has a hard time keeping the experienced and sought after therapist on staff - they always leave for better paying jobs. Anyway, waste of time and money. I have 5 massages credited to me and if I quit today, lose all so have to stay on as a member for now. Not worth the money $70 for 45-50 minute massage with tip when you can pay $80-90 and get the real deal somewhere else.

Friendly, professional staff in a relaxing environment. As for those reviews that say the hour massage is not an hour, they let me know up front that 5 minutes was given to undress and 5 minutes to re dress so the massage itself is 50 minutes. They also advised me of this when I called to make the appointment.

Even though this is a chain and the service is supposed to be the same in every location, the Arboretum Massage Envy remains the best location in Charlotte. I’ve been a member here for several years because of both the front-office staff and the astonishing massage technicians. Highly recommended.

Very bad experience without even going in to the location. Whoever picks up the phone needs more training. Called various times trying to get on the schedule with Sharon and I always got told I will get a call back and I’m still waiting. I called today and I was told her next available is in September but I called in April to get on her schedule. Very unprofessional!

Very hit or miss. Some really bad therapists and the few that are decent are always booked 5-6 weeks out. I left a session half way through because it was so bad. The therapist basically was just rubbing oil all over. I asked how long she had been doing it and she said she was one of the original therapists there. I tried to wait it out but had to tell her to stop it was so awful.

I have been charged two times now with no service provider. I spoke with someone when the pandemic started and let them know I could not afford it due to the pandemic. Here we are months later and it’s coming out of my account again. Employee shows no sympathy and will not reimburse money even though I’ve never had ONE SERVICE DONE!!!! They have gotten too much money and no service provided to not be willing to reimburse.

So I was having repeated difficulties (rarely answers phone and when they do leave you on hold for ever) making an appointment for one of my clients,at the South Park location per usual.I called the arboretum location and spoke with Brittany to help me resolve issue at South Park location . I explained the situation and the fact my client lived in South Park area so that location is convenient . Brittany took time out of her day to help with another locations scheduling and lack there of professionalism. She pulled up client info then called the South Park location and found resolve! Brittany!! You are a rock star!! As a woman with a personal assistant business it is my responsibility to make sure my clients needs are met .Time is valuable and Thank you for understanding that my time is valuable and my clients needs are important!

If you are thinking about getting a contract dont do it! When its time to get out of your contract there is a problem! I tried to get out my contract I called a month before time they told me to cancel on the 22nd of May. 22nd of May came around I canceled my contract. Someone called and told me that I was a bad customer LOL. I had a six-month contract I only went four times because I am a CDL truck driver. I told them dont start the b******* because I was a good customer and now that Im trying to cancel, now problems are coming up. She said she would let me out my contract when I told her to take a payment out on Friday which was six days from the time I talk to her she said okay but took the money out my account the very next day. LOL if they asked you to do a contract please do not do it run! Its not worth it, when its time to cancel. I was a member at Arboretum. Never again!

I have not had good experiences at Massage Envy in the past. I decided to try the Arboretum location because I was desperate. It was the best experience and changed my opinion of Massage Envy. Simone was my therapist and she was wonderful.

I normally go to Massage Envy Blakeney but I enjoy the Cajun restaurant so I go here at least 6-10 times annually. Danielle has been around for at least 5 years which is cool but what I appreciate the most is the personal service and the price...best value unless your in Cambodia. Go try it for yourself!

From the staff to my amazing masseuse, this location is fantastic. I have many back issues and my masseuse, Megan, always knows what to do to help. I am a believer in massage therapy now!

Extremly worst experience. My wife signed me up last month and went for the first time within a week after getting signed up and was told that I would have one once a month so near the end of August I went for the second time little did we know that that was an extra charge so after the first month we werent allowed to go again till two months later so were charged $45 for a charge that we werent told about and were charged without us knowing about it and then three days later we got the regular charge of $65 great customer service wont be signing up again youre crazy if you do

I have had facials at all the top spas and none compare with the facial I received from Leila. She is amazing and well worth a visit. Still trying to find the right massage therapist.

Alexis was wonderful!! I really appreciate her bringing in new techniques like manual manipulation and stretching to my swedish massage. It was relaxing and productive at the same time!

I have been going to massage envy due to an accident and it has helped me out tremndously. I have been coming to the arboretum location and for the most part people are nice. There are a couple of girls who go above and beyond the customer service requirements. Thank you, Jenny W

The upfront staff is rude unfortunately which made my experience unpleasant. My esthetician Kaitlyn was so kind and sweet and made the experience nice though.

3 cancelations in 1 month ridiculous. And the person that called me basically told me oh well things happen. Really? Im done. Once my membership is over I wont be renewing

I had a great, deep tissue massage with Hope. She listened and focused on the issues. I am on hold with M Envy/Arboretum now to see if she has an opening today!

Meghan is a miracle worker for stress knots and overworked muscles. She is personable and amazing at what she does. Totally worth becoming a ME member!

Excellent therapist and customer service! Had a great experience with an employee named Joselyne. She is so accommodating and helpful!:)

Buyer Beware. This MF’s will charge your account even when you haven’t used the service in months. I mean ddaayuuummm, is Massage Envy that hard uP for a bag$?

Wow I’ve never felt such negative mojo when I went to a massage Place! Evidently the girls upfront don’t like each other.

Ask for Katara for amazing deep massage!!! I have had a few massages here but she has by far been the best!!!

If I could give ZERO I would. Massage envy is frauds and scammers. Dont care about customer satisfaction. Only wants your money...

When you want to recharge..relax.. a massage is the best thing you can do for yourself. Ive been a member for years.

I’ve been going to this location for a little over two years! I’ve never had a problem with any of the staff and I’m always greeted at the door with a smile!

Great service and quality massages. Have tried several different therapists, and always had a great experience.

I have enjoyed every experience so far. I have had massages and facials.

Ask for Jacob if you want a good deeper massage. Super nice place, well decorated.

I got this review saying I visit them three days ago. Not true. I havent been there in over ten years. Why do they do this?!?!??

Owners are very racists! Worst experience I ever had.

Therapist was sick and coughing during the session.

Very professional, excellent massage!

Love this place. Jacob is great!!

Horrible chemical burn after facial. Never again.

They do a nice consistent job

Kelly is the best!

Very expensive,not worth the money spent

Great massage services

Cindy is wonderful