Massage Envy

Audrey and Esmeralda took care of me on my first ever visit. They explained everything extremely detailed set up me up for the right membership for me. and when I called to reschedule, they took the time to find something that worked for me just as well with my busy week.Great service across-the-board

I used to be a member here and left due to lack of availability for therapists. I had a gift card and decided to get a facial as a glow up before my honeymoon. The esthetician was kind but I paid $85 for a 38 minute facial. She took me back late and let me out early. I asked about the time requirements to the manager and she said that ooh that’s typical to shave some time off….if you are shaving time off than the rate should go down…I would not go back. It felt like a scam to me! Very rude and unprofessional front desk staff. Would never go back again.

Massage Envy, specifically Mr Aaron has done a GREAT job of stretching my tight body. I am a 68yr old who has chronic back pain issues caused by tight muscles. His listening, holistic approach and wisdom have helped. These days Im back to Hiking & Mtn biking. I also do core exercises (hired a great trainer), but its good having someone like Aaron methodically doing a tune up & advising me. Thanks Aa for making me A+

Good spot for massages. Jesse is simply amazing. He uses the right pressure and techniques to loosen up your muscles and address any pain you may be having. I will say though, if you do not have a membership, a single 60 min massage is quite expensive at $145. The membership is $85 a month for a specific term (6 months, 1 year, etc) and for that $85 a month you get one credit for a 60 min massage. If you are fine being in a short term contract, then it is reasonably priced.

Lowest review possible for this place. Drove in for my confirmed 1pm appointment Sunday to hear that they tried reaching me to cancel the appointment due to the therapist calling out sick. With no missed call, they said they left a voicemail when I don’t even have vm setup. They texted me just fine to confirm (with my affirmative response) and yet didn’t to bother following up that way or via email when they knew the booking needed to be rescheduled. Finding this out on arrival I was met with some bored looking young woman that wanted to be defensive and argumentative instead of provide an apology and a solution. Completely unhelpful and rude. She doesn’t appear to be the courteous helpful young woman that I spoke with Friday the 5th to book in the first place. I have a gift certificate to use and will NOT be returning to this location although it’s the most convenient to reach. When I booked I was wary based on the copious amount of negative reviews and now it’s confirmed why people have left feeling angry, if they were even able to receive the massage they were hoping for in the first place. Steer clear. Jen

Buyer beware!!! Do yourself a favor and do not sign up for a membership here. They will charge you month after month but you will not be able to book the massages you paid for because they cannot keep up with the demand. I finally cancelled the membership and I had to leave a few thousand dollars in unused massages on the table. This companys business practices needs to be investigated.

Was very happy to stumble upon this place. Kristen was very warm and welcoming in helping me find the perfect Mother’s Day gift! A+ all around

Audrey is most helpful with an absolute bright light when helping me through check in and check out. Management went above and beyond to help me with my profile as well.

The therapist here are great, but there are always issues with scheduling. One time i was given the excuse that my appt was canceled and they called to leave a voicemail that i never received either of to let me know, this was after waiting for months for an appt. And again they cant seem to get it right. I booked months out again so i could see the same gal and they booked me with the wrong person and i found out the day before my appt. Then told sorry for the confusion 😕 what?! This place has gone down hill drastically

The management here is so poor I am flabbergasted. My husband went in with a gift card, and our credit card was charged after his service. When I called, the FDA could not locate his appointment and said a manager would call me back. I never received a call back.So I called again and the FDA helped me for 45 minutes and said she finally found what I was looking for and the refund would be issued. We got a SECOND charge to our credit card. So I went to the location and the staff were as helpful as they could be but could still not locate the appointment. They left a note for the manager to call me back and, once again, no call back. We are going to dispute the charges because at this point it’s clear the manager is of no help.

I would give zero stars if I could. Due to severe thunderstorm and apple size hail warnings I received on my phone, I called to cancel my appointment. I was told that I would be charged a 50% fee for cancelling same day, even though hours earlier when I made the appt I was not notified of this. They did not care. I find unprofessional that they would charge a cancellation fee that they never notified me of and especially when its due weather like apple size hail. I cant believe Massage Envy would rather make a buck then care about the wellbeing of their customers. NEVER returning.

This place is a joke! My wife daughter and I had memberships for years. They push memberships and you can’t get appointments because they leave times open for non-members, and when you had appointments they’d cancel without notice. We canceled on 2/28 and ME kept billing my credit card, finally in November they cancelled our memberships after we changed the CC#. This place is the worst excuse for customer service I’ve seen, Front Desk staff is rude and as long as things are fine they are fine. When I tried to cancel membership they were rude and had major attitudes after they told me it would take 3 months to get a massage. If I could give a 0, I would, you don’t need this problem.

Confirmed appointments are always getting canceled with no option to reschedule for more than 30 -50 days. they are clearly selling more memberships than they can accommodate. Due to this, between my sister daughter and I we have 70 massages built up in our accounts that we can’t even use! and if you try to cancel your membership you must use them all in 60 days or you lose them…but they have no appointments to book so what’s a person supposed to do? Editing review, still consistently have no appointments avail from October thru Jan, unbelievable they are still in business….

Im sadly getting pretty fed up with ME. Ive been a member for several years, even opted to keep paying for my membership during COVID lockdown because I wanted to support the business and not see them shut down.The management continues to make several changes to their policies making it so members cannot book appointments with their favorite providers. Management only allows members to book two months out. I used to be able to book several months out.When I go to book within their new two-month time frame, everything is already booked solid. I was told over the phone Id have better luck booking via their website. This is incorrect because even on the website, I cannot book anything beyond two months, and all slots within that period are not open.The ONLY time Im seeing possible openings is the week of. So, if youre in the mood for a massage THAT week, you might get an appointment. MIGHT.Your only other option is to get on their waitlist. Who wants to waitlist a massage? Hey my back is killing me right now. Lets see if I can win a time this week even though Im paying a monthly fee for a massage every month.Im really disappointed. I keep hearing staff shortages as an excuse, but I more suspect this business is purposely keeping their staff low and membership high and reaping the rewards of having members pay a monthly fee that they never get to utilize.Think twice before opening a membership with them.The masseuses are GREAT. The management and company policies? Horrible.

I have been a member at Massage Envy since 2004; I signed up at the first location in the area (Broomfield). Ive been going to Thornton location ever since they built it. This company is seriously declining. I understand staff shortages, HOWEVER, when you are a member, you are not able to get in for at least 2-3 months out. They save available appointments for new members....but then once youre a member, you cannot get in. In addition, I have had a therapist leave the company and no one called me to reschedule my appointments. I always book appointments 6-8 months out so I can be sure to get in. Recently, my therapist changed her schedule and no one called me to book with anyone else. I only found out because when I didnt get my reminder text, I called and was informed she wasnt going to be in that day. Come to find out, all of my appointments through September (that I booked in March) were no longer available. I am now without an appointment until September (it is June, and my May appointments were cancelled by them). In the meantime, you still pay your monthly fee. You can freeze your account to stop the monthly payments, but they do not let you use your massages. I have 7 paid for massages and cannot get in to use them. AND, they keep collecting my money every month. Do not try to talk to a manager. They either give you attitude, or say they are going to work on booking you, then never call you back. DO NOT sign up for membership here!

I have only had terrible experiences at this location. Their management doesnt have any concept of customer service as far as fixing a problem. Do they say sorry if there is a mistake? Sort of, kind of like a petulant teenager being forced to apologize to a sibling. They make zero attempts at correcting mistakes and do everything possible to deflect responsibility. It was the app. It was the website. I wasnt the one who you talked to. There were four people in the store at the same time yesterday whose appointments had just disappeared and the girls at the desk acted like everyone was just crazy. We have been members for 11 years and the ONLY location we have had problems with is Thornton. Their franchising office reached out and then just never responded. Go to any other location.See where they responded below? Well I emailed them and they never responded to that. Today my mom walked in for an appointment and they said the esthetician called out sick and that they call her three weeks ago to tell her that. Um what? This is the FIFTH time the same girl has canceled a facial. They also said they don’t cancel appointments on the website so not to look at the website to see if the appointment is still on. This is truly a location that should close.

Update: why is this location so challenging?? Ive been a ME member since 2015 or so, and this is the ONLY location I have trouble with. I switched to Vista Highlands after my previous post, but after they closed, I came back here. I went once for a facial and it was great. I scheduled a facial for my husband and my self over the next couple of weeks. She canceled with my husband because she had a migraine. All good. I wake up morning of my appointment with an awful cold. I called to cancel so she doesnt have to deal with my sneezing and coughing. I get charged 50% for canceling. I know she needs to get paid, but come on! Can we not be reasonable? I guess just go in, if youre sick.Its the COVID Era so I know everyone is short staffed. Its hard to get an appointment, which I get. Front desk staff isnt very helpful. The experience is fine but not great. Ive been there maybe a half dozen times over the last couple of years, and that seems to be consistent. Id choose a different location next time.

Do not! I repeat do not become a member here! They have canceled my last 3 or 4 appointments now and they always tell me at 9:30 pm the day before my appointment! Very unprofessional company that does not want to help you! The massage therapist are great people however the company has terrible policy’s and etiquette. I have over $400 in built up credit and they cancel every appointment I make trying to spend my $400. They are greedy and I have the text messages and email to show!

Very short staffed. Your membership credits will build up due to a lack of appointments available.

I can’t think of a worse experience when dealing with a business. I realize this is probably location specific, so specifically the Thornton, CO. Location.It use to be a bit challenging to get in for an appointment but could manage.Then Covid hit and when the facility had to close. They reached out to see if I’d be willing to allow them to continue taking out my monthly dues which I agreed to.However since they’ve Reopened it has never been more difficult to get in. If I try to make an appointment online it shows no availability that I can make. When I call, they don’t answer the phone. They say in their Voicemail to leave a message and they’ll call you back when they’re available. I’ve left at least 3 messages since mid January and still haven’t heard back. Why leave this on your Voicemail and not do it.The 6th of Feb they left me a message saying “ Please call us to update your payment information”, I did call back and left a message stating Why I was calling…… I’ve still not heard back!I then called again on the 23rd of Feb. and had to leave a message again. I stated that I’ve already left a message and still hadn’t heard back. Crickets…..I then called this morning and finally got a hold of a human. I was able to finally get in for a massage Mid April but they’ll call if there’s any cancellations leading up to it. Oh yeah and if I don’t update my payment info the appointment will be cancelled.So they collect monthly payments for a service that they can only provide a service for maybe every other month as long as you have a very flexible schedule.If I cancel my membership I’m given 60 days to use what’s left in my account. So basically if I cancel today I have until the end of April to use 10 appointments. Remember the next available appointment is mid April.Guess I just have to forfeit all the money they have of mine. I wish I would have cancelled a long time ago. I can think of a lot of other ways to throw my money away.Would be nice if anyone at this location gave any care to what was going on.

My wife and I signed up for the monthly massages over 2 years ago and was told when signing up that no matter when or if we canceled our account that we would still receive everything we paid for up to that point. We have busy lifes and getting a massage isnt number one priority so we didnt use them every month but continued to pay for them because we would eventually use them. We currently have 38 massages between my wife and I left to use on our account (around $2000.00 value). When I just called to cancel our accounts, because we obviously arent using them montly and they just keep building up, I was told that we have 60 days to use them and after that they are gone. Apparently its in the contract that we signed when we started our accounts although I specifically asked and was told that we get everything massage we paid for even if we no longer paid the monthly charges. Apparently standing behind what you tell your customers isnt what massage envy is all about so I will definitely not recommend the establishment to anyone I know and let everyone I can know how they conduct their business!

The first and only facial I received was great. This isn’t about that.You really need to make sure you read the fine print with these guys. I mistakenly signed up for a membership in March/April. Got laid off shortly after due to the COVID-19 global pandemic. I’ve been barely getting by since.Apparently, you can’t cancel the membership, they charge monthly and they will desperately keep trying to charge your card until the payment goes through. I’m paying 75$ in overdraft fees now because of it. They charge about 65$ a month and it has been the least of my priorities since I was laid off. For the past few months I guess they kept trying to charge my card but I haven’t had any money so the charges never went through. Last week I finally had about 200$ in my account and they took it upon themselves to randomly charge my card 195$ for the past few months I didn’t pay, on top of other pending transactions I had at the time. I haven’t even been to a message envy since April. They refuse to cancel my membership, refused to give me a full refund. There are no customer support numbers to call. (The store manager?) Brittney assured me there is no way out of my membership. I’m tied to this place for the next year. I don’t plan on ever going back to use any of their services. Since I’m writing this review I definitely don’t want to return as it would be really awkward and uncomfortable.They offered to give me a partial refund and at this point I’m at their mercy because I’ll take what I can get. This put me in an horrible financial situation. But hey, at least I can get a facial and a massage.Had I known it was going to be like this I would have not signed up for a membership in the first place. I would recommend going to your local mom and pop shop over this corporatized cutthroat company.

I received a gift card so I decided to go to this location. It was hard enough booking due to them not answering their phones. The customer service is horriblle. Today I tried calling all morning to cancel due to the 10 degree weather and icy roads and no one would answer so I left a voicemail. They never called back so I called again again and finally someone answered. I explained to her how my babysitter canceled due to the weather and the roads and she said I would be charged half of my 90 minute massage due to not canceling within 24 hours which I was not aware since I made the appointment late the day before. She kept repeating this is policy. I tried to explain I booked the appt the night before. Which wasn’t even 24 hours in advance and she hung up on me while I was speaking and when I tried calling back the store didn’t answer.

I am updating a previous post. I put my membership on hold because of some financial difficulties I was having. I started to cancel my subscription , but was talked out of it by one of the managers in May 2018. We agreed that the monthly payments would resume in October. Unfortunately, life happened and I neglected to update them until early November. When I went in to the store to cancel, I was told that I could not cancel until I paid the fees for October and November. I explained I didnt have the money, and asked them for a gift certificate for the one massage I had already paid for. They refused, and continue to call me about my monthly payments. Buyer beware-they screwed me out of $60, and they will do it to you as well. By the way, you can get massages all over Denver in the $65 an hour range. Go somewhere else. I spoke with both a lady at the reception desk, and a manager.

This location used to be great. However, in the past year, it has gone drastically downhill. They never answer the phone on the first call. Ever! Yet, every time Im in there for a massage, the front desk seems to be sitting around chatting, not answering the high volume of calls you would assume they take based on the fact that they NEVER answer. I sent a message to this location directly from the massage envy website, received zero response. On top of all of this, you can NEVER get in to get a massage without making an appointment way in advance. I used to really enjoy being able to call and get in that day or the next day. Now I call and they have nothing, and they dont even offer any other times, they simply tell me they have nothing on the requested date. They standards of the front desk staff have really deteriorated. I have so many massages that I dont want to cancel my membership because I wont be able to use them in the 30 days after I cancel before I lose all of them. Lose lose at this location.

It takes months to get an appointment with this company. I made an appointment months ago to get a massage on my birthday. Today I was called and told they need to cancel. Seriously? Cancel when I made it two months ago and it’s a week away! Then when I told her no she can not cancel my massage I’ve waited two months for she hung up on me when I asked to speak to the manager. I have 11 unused massages because it’s absolutely impossible to get in and yet if I freeze my account I can’t use them. If I cancel I’m out $600! This business is a complete scam!

I’ve been going here 2 years now with a membership. With COVID they get booked pretty quickly, using the app is not always sufficient because of how booked out they are. I’ve been calling trying to book for 3 MONTHS NOW. Nobody answers, I leave voicemails. NOTHING. I work a lot, do I really have to drive there to get service? I’ve been trying to gift my parents massages. Why doesn’t anyone answer the phone? I call twice a day pretty much 3x a week for 3 months, does anyone work there anymore?

This location is awful! They dont mind taking your money every month but cant deliver on the promised massages. You have to call everyday to see if anything opened up. This is ridiculous! I dont have money to throw away and have a real need for massages. If I go without, my neck and shoulders are useless. The teenagers they have working there, just say oh well, youre going to have to wait. So frustrating!

BEWARE! Signing up to this establishment youll be ignored, no phones are ever answered, appointments are NEVER available, and when it comes time to CANCEL - goodluck!I spent 24 days, around 50 phone calls which you can see photo attached, 3 in store visits and 11 emails just to get a cancellation processed.I stood in store sent a signed cancellation form 3 times only for staff to laugh and say they still havent gotten it. Sent from two separate emails. Needless to say Ive never felt more relief breaking my membership. This place should be shut down.Management,Hire better staff. And check in with your clientele from time to time so you can hear how terrible of a spa experience they are all having.DO NOT GO HERE.

We cancelled 2 memberships here about a year ago. They continued to charge us for one of the memberships. The first time we contacted them they had “misplaced” the cancellation notice paperwork and requested we send it to them. Despite acknowledging they received the paperwork we sent it, they continued to charge us monthly. We contacted them a second time and same story. We had to send in the paperwork again. Just recently we found out they CONTINUED to charge us. We were able to dispute some charges from our credit card company but they currently owe us a $195 refund.We’ve reached out several times to Brittany the store manager. The last time we sent her an email was a week and a half ago without response. My Yelp review prompted Guest Relations to reach out to me. We were told they sent a escalation notification and that the store manager, franchise manager, and regional director would be notified and they’re required to reach out to ya within 48 hours. This did not happen.We’ve opened up a case with BBB. I just suggest you stay away from memberships. The massages have always been good but not worth the headache of dealing with this. They wrongly took our money and are refusing (by ignoring us) to refund it.

I tried to book a massage on the website. I was surprised that when I tried to book as a guest with my email, it cancelled out my massage and then made me make an account. I received an email that my profile had been established, but I never received an email about a confirmed massage. I was called this morning by Tonya, who seemed angry that I was late/not at the appointment. I explained to her that I never received a confirmatory email or text about the appointment and had assumed it was not booked. She told me that I was being charged 50% of the charge of the massage. I explained that I felt this was a poor business practice, but that I realized this was their policy. I would stay far away from these people, they are scammers. Their poor reviews are actually probably legit.

Wow! Do not use this Massage Envy location. I’ve been trying to put my account on hold so since March and was told that they didn’t receive the forms. They said that they put it on a 2 month hold as a courtesy and started charging me again. The manager said that she had an email stating that they were going to only put it in hold for 2 months, so I asked her to send it to me. What do you know!! The forms that they said they didn’t receive, were attached to the email she sent not once, but twice on 2 separate occasions. WHAAAT??!! Now they won’t credit me for the month that they shouldn’t have charged me for in the first place. There favorite word is CAN’T.They also told me that they would wave the $20 monthly charge for being in hold and conveniently, it wasn’t in writing so they CAN’t do anything about that either.There is so much more I could get into but won’t. I’ve already wasted too much of my time on this company.Massage Envy on Sheridan and Hwy 7 is great to deal with, maybe because they are an independent franchise.

Dont bother going here and definitely dont get a membership. Never any open appointments, terrible policy for ending a membership- have to use any accrued sessions within 60 days, but no appointments available ? - Leave voicemails for a call back cause no one answers the phone, and no one ever calls back. Raise member rates all the time.... I could go on and on.

I signed up for a membership at the Thornton location for proximity and because I deal with chronic trigger points that often require help from a professional. I figured it would be best to have a membership so that I could get help when I need it most, but it has been the exact opposite with this place. In the year I have been a member, I have struggled to get an appointment any sooner than 2 weeks away, and nobody ever answers the phone. I usually have to call 2-3 times before someone answers, and other times I call over 10 times and get no answer. I would have cancelled the membership except when you join you sign a year long contract. I dont recommend the membership here and Im glad mine is up next month so I can cancel and find what I need elsewhere.

BUYER BEWARE. This place stole my credit card information and made an unauthorized charge without my knowledge. This is what happened. On 4/2/19 I called at 9 am to see if they might be able to squeeze me in. When I spoke with the woman I requested a late appointment same day after 5 PM if available. She looked and said availability was 3 PM for a 1.5 hour or a 9 PM for a hour. I said 3 might be cutting it close and 9 was to late and that Id call here back. She said I can schedule you in for 3 and if you cant make it work to let them know. I was okay with that as it was short notice. Around 12:30 I knew it be hard to make it on time and called to reschedule. The woman that answered was different and she then said theyd have to charge for a missed appointment at 50%. I wasnt okay with that. I requested to speak with a manager. This same woman came back on and said shes the acting manager which might be so since its lunch time. I called around 1:30 and still no luck. I figured no biggie Ill just go to a different massage company. Little did I know a week later I was charged $45. This location copied my card info from my last visit without me knowing or authorizing to do so and no I am not a member for them to need it. I can contest this with my bank but I am not hard up for the cash and feel since they felt the need to I am justified in making it known to make it public knowledge. If you wish to do business with these people pay cash or go elsewhere.

I really liked being a member here and have been for quite some time. However this time they didn’t give me a reminder call for my appointment. I missed my appointment cause I’ve come to rely on the calls and now they want to charge me 50% fee. I understand that technically I owe that and I’m asking for special treatment. However I’ve been a long-time customer literally spending a couple thousand in there in the last year. Normally I’m excited this time of year because I can buy gift cards that I actually use on myself in the coming months. Last year I bought $750 worth of gift cards. Instead i just went in and canceled my membership and no one even bother to ask me why. I did have to write on the form why I quit but no one asked me any follow-up questions.

Horrendous customer service and disrespectful staff, especially Brooklyn who I spoke with on the phone from this location. I will be canceling my membership — too many other competent options out there that will gladly take my business.

Most of the therapists I met were good. Front desk staff is friendly and helpful. Note - they are busy! Appointments can only be scheduled in advance, Ive had little luck scheduling last minute massages. And every time I call, I have to leave a voicemail, never get a response. So scheduling an appointment takes a bit of time and coordination (I leave a message, they call me...) hence the 4 out of 5 stars. I actually am surprised and taken off guard when someone answers when I call!

Horrible with scheduling and rescheduling and double booking and then charging you because their reminder text said tomorrow. Come to find our scheduled for today and tomorrow and they are charging me. Never ever had this issue before. Cancelling membership. They cant even schedule me for my credits and refuse to work with me. Dont waste your money. Frustrated with their lack of professionalism.

I signed up for the year subscription and was charged monthly which was fine. However I fell ill for several months so I had built up seven massages that still needed to be used. I took my sister one time and a friend another time to use them and was charged $10 each time to transfer the credit......really??? At the end of my yr contract I cancelled the subscription but still had 5 unused massages. I was given 1 1/2 months to use those massages or lose them! In the end I didnt use them all and lost them! These are massages I already paid for! That is sooo wrong, I paid for them why should they tell when I can use them???

Ive been a member since June 2020 - very new! Its impossible to schedule because they NEVER answer the phone and never ever return calls, like ever! When you can get ahold of someone they blame their Vonyage phone service, they blame me for leaving a wrong phone number on my message (like, really?!), they blame a system error, they say they called me back but I checked my call log and nothing, so they lie too, not a good look for a business! Its much easier to keep customers happy by doing the actual work instead of lying about it!Then, I try to schedule for both me and my SO at the same time and they come back with we can get you both in next month - WHAT, I have to wait a month to get in...isnt this a monthly membership? No times are available, never ever same day appointments.What happened here, they only care about selling memberships and lost sight of the fact that members are their customers? After reading other complaints I can guess the owner Mike will respond that theyre so sorry and to contact the manager to discuss. Well, I have, I finally (after 18 messages and promises of calls back from various staff members) received a call from Brittany. And nada, Im not asking for anything free just a call back when Id like to make an appointment, seems easy enough to me - this is the nature of your business! So, I dont think that generic comment will help - but feel free to reach out to me to discuss personally.

Very hard to get a hold of anyone at this place; no one ever answers the phone and you can call and call and still no answer. We were members for about 6 or 7 years and it was a nice place and good experience, but over last two+ years it has gone way down hill. Can never get an appointment and when you do its way in advance. We have since cancelled our membership. The plus side are two therapists that are wonderful, friendly, know their stuff and learn you quickly and listen to what you want, Eliseo and Marina. If I go back to this location, it is for one of these two therapists only. And for them, is why I gave this a two star instead of one. I also have to agree with a lot of the other reviews on here about the staff seeming to sit around and have personal conversations in lobby at desk. Not very professional.

I was a member in Fresno CA for 4 years with an amazing experience. I was hoping when I moved that it would continue but my experience in Thornton was a complete 180. I switched in July and transferred my account to them that month. Each month I would go in they would say I didnt have enough sessions (despite having 9+ available from roll overs from Fresno). So after 6 months of constant battle with the front desk I decided to cancel my membership. When I tried to cancel they told me my transfer never went through back in the summer and I would have to go back to Fresno and cancel!! What?!? I called Fresno and they said that my transfer did indeed go through and I could cancel in Thornton. At my next apt I was finally able (after the front desk having to call Fresno and their management) canceled AFTER my appointment then I was told I had two sessions left that I needed to use in 60 days. They even wrote this on my cancelation paperwork, which I have a copy of. So then I made another visit for a facial. Then AFTER my last facial was over they informed me that, no I actually didnt have 2 sessions and that I OWED them $75!!!!! I paid and they said their manager would call me to see if what I was saying was correct. When the manager called she said that she had checked the cameras and even though I signed the paper work AFTER I had checked out that those sessions listed on the paperwork were used back when I canceled my membership two months ago!!! She only offered to refund $25 of the $75 I should have been refunded. Despite watching the camera footage AND my legal cancelation paperwork stating that I had two sessions left. What a HORRIBLE customer service department and front desk. Avoid this location at all costs!!! I had a wonderful 4 years in Fresno and they managed to completely change my opinion of massage envy in just a few short months. Here the customer is always wrong!!!

This place could easily be hit-or-miss with regards to massage quality, as they employ so many therapists, but every time Ive been here, Ive been given a good, customized, quality massage. Just ask for what you want - Ive never been disappointed with who theyve scheduled me with when asking for a deep tissue massage.While I used to have problems contacting them to schedule (calling would go to voice mail very often), lately when I call, I get a person on the phone every time.I pre-pay instead of having an automatic debit and anytime my 3-month contract ends with unused massages, they always credit them back when I renew.

5 thumbs down!!! Called on Friday evening, 3 days before my appointment to schedule. Was told that I was scheduled with Paulina at 9:30 that following Monday. Showed up for my appointment ready for a much over needed massage just to be told that I wasnt on the schedule. The receptionist acted as if it wasnt a big deal and all she could say was well if you didnt receive an email from us with an appointment confirmation then youre not on our schedule. Couldnt even apologize for their discrepancy. I will never attempt to book another appointment with them again. 👎👎👎👎👎

Upon arrival I was informed my appointment was cancelled. We have had multiple appointments cancelled. My therapist is great, but this location is poorly managed. In fact, they have no manager. And they dont answer the phone.

Im not sure why everyone is complaining about the phone desk. Ive never had that problem. In fact, I called today asking for an evening appointment and they were very accommodating and made it work out for me to come in last minute. Theyve answered every time Ive called so it seems like management here fixed that problem.The prices here are unbeatable for sure. And Ive really enjoyed Lisa and Melissa here for my massage therapists!

Beware.. this establishment will make you sign up for a membership and then have no way of getting you an appointment. They are booked out a month or more.. you have to call everyday to see if a cancellation will fit your schedule. I have over $300 in monthly membership fees Im going to lose because they cant get me in. This is over a year now... Im done with this company.. To top it off the cancellation process is terrible

I got my parents a gift card for their 30 year anniversary, for them to have a nice and relaxing time. They come and visit once in a while they understand English but can’t speak much. The staff was aware when I made the appointment I offered my self to help them if needed. I wasn’t able to attend to the appointment with them. Any way , one of the staff members was nice enough to help them. Once both my parents were done with appointment I asked how it went they said everything was great except the front. My mother explained to me that a light skin lady wearing a leopard coat with leopard shoes lol was laughing like if she was making fun of them. From the beginning to the end. I did not appreciate that I’m trusting them to give my parents a great experience and this is what it comes to. She’s probably racist or worse thinks she own the place. That gives a BIG zero to my review. I called to complaint and was told management would contact me, 3 days after NOT ONE CALL . Get better from desk, costumers pay for service not ur employees!!!!!!

The massage was GREAT! The front desk service was NOT! Great massage with Lisa, an hour and a half of bliss. After coming out of my massage, I was IMMEDIATELY blitzed and pressured into their subscription plan. I was clearly still dazed, trying to blink my contacts into place. The subscription plan was poorly described to me (do I get a free massage a month? Is that what Im paying for?), the woman pressuring me didnt have a clear idea of how it worked, and ended up pushing me to sign up for the program, only making clear that once Ive signed up, Its a true contract that you cant get out of. I got a receipt showing that I wasnt charged for the subscription plan this month (....yay?), but I dont know if I was charged for the actual massage. I didnt sign anything, I wasnt even given a final price. Normally, this wouldnt be something to complain about, but it meant that I couldnt tip the (again, excellent) masseuse. If I cant get out of the subscription plan, Ill still use massage envy, but for damn sure I wont be going back to this one.Edit: They DID charge me! Without confirming the amount, or having me sign anything. Good lord, folks, dont go here!THIS PLACE ISNT BBB ACCREDITED. THERE IS A REASON FOR THAT.

I love getting massages here so I got a membership but it’s not off to the best start They didn’t even call to remind or confirm an appointment that was scheduled a month ago so I had to basically pay for a massage I didn’t get. A reminder call, text , email ect would be nice. I had to call them to find out I had already missed my appointment. At first they said they couldn’t even find me in there system which is why I wasn’t notified and then they said they had the wrong number on file for me. If my card is being charged and that info is correct so should evething else.Not sure how that happened but I ended paying a fee for what in part was their error. Maybe I expect to much in asking for a reminder/confirmation call or text.

I got talked into a membership when I went in to get a massage with a gift card. The ladies were very nice but incredibly insistent. They kept saying I could cancel at any time so I accepted, they rushed me through the paperwork without even really letting me read through it (I should have noticed this red flag right away). I was fairly happy with the service, however I ended up going through a bit of a financial crisis after about 6 months. When I called to cancel, they said I had to be a member for at least a year in order to cancel, and if I did cancel I would have to pay the balance for the rest of the year. They were incredibly nasty with me saying I would have to talk to the manager. It took me 2 weeks to even get a manager to call me back and she was also incredibly rude. After all this I was so done with them jerking me around. After a few months of the run around, I resorted to getting a new card with a different card number to make them stop charging me. DONT GO ANYWHERE NEAR MASSAGE ENVY. THEY RUN A BAIT AND SWITCH SCAM!

DO NOT SIGN UP FOR THIS SERVICE. They will auto-renew you, never tell you about it and then its nearly impossible to cancel. They have continued to charge my credit card and lost my cancellation, very convenient for them. Now they refuse to refund the 4 months of charges they made AFTER I cancelled the membership. NEVER EVER USE THIS SERVICE. THERES A REASON THERE IS A CLASS ACTION LAWSUIT AGAINST THEM. I canceled because the therapists are very hit or miss and its hard to schedule times once you actually find a competent therapist. Terrible service.

Ive been a member since 2009. I used to LOVE this place. However, over the last couple of years, customer service has really declined. Its hard to schedule because they rarely answer the phone but when they do answer, they dont listen to you. For example, I request an evening appointment, they tell me, we cant do an evening appointment but we can do 11:00 am. ?????Then, I try to schedule for both me and my SO at the same time and they come back with well we only have one available at that time, after I just told them I need to schedule for two people.Then, the same day cancellations. We booked the couples room on Valentines Day, well in advance... and they cancelled it the day of.A couple of weeks ago, I finally just went over there to schedule and got two appointments. For the first one, they told us my SOs was cancelled, literally when we got to the door to check in. We had two 90 minute sessions scheduled for this evening (Halloween) but they cancelled mine same day. So two cancellations in two weeks. They claimed they couldnt get ahold of me the previous day. I checked my call log and text messages...nothing, so they lied to me.What happened to this business???? I feel like they only care about selling memberships and lost sight of the fact that members are still customers. Shame on you ME!

If youre looking to spend money on a 60 min massage and only getting 45-50 minutes of actual massage time, then this is the place for you. Also, if youre looking to be told your tip would be in the $12 - $19 range (Kind of a big gap if you ask me) and then checking your bank account to see you were actually charged $24, then this is the place for you. The poor girl at check out frantically notified me that she checked out the wrong person instead of me, so luckily I wasnt charged for someone elses services.Fortunately Lisa did wonders on my full body massage but I have a really hard time recommending and convincing others to come to this location.

NEVER EVER go to Massage Envy, especially the one in Thornton off of 120th!!!! I cancelled my membership back in November in person, signed all the paper work, and was told that it would take 7 business days to officially cancel my account. Today they charged my card $300. I went in to talk to the manager who told me that the cancellation waiver that I signed was for cancellation of services, not a cancellation of my membership and that I have to complete the full term of the membership before I can cancel completely. When I told her that I was never told I would have to pay every month of my membership term no matter what, she responded, I cant deal with this right now and WALKED AWAY. I now have to cancel my debit card as the only solution I can think of to not be charged monthly by them. Horrendous customer service and shady business practices.

I was finally able to get a massage and was excited to get it here, unfortunately the day of my appointment my young daughter had to stay home because she was sick. When I called the girl that answered was just very matter of fact that I would have to pay 50% if they do not get the appointment covered. I even told her I wanted to reschedule and that didnt even matter. Are you kidding me? This wasnt a choice to not come to the appointment, I actually could not. I cannot believe Massage Envy does not have a safety net in place for situations like this that are out of customers control. Now I will not come back here, there was no CUSTOMER SERVICE given and the girl basically hung up on me.

Do not come here! I had a gift card for a hour and a half bought at another massage envy and the lady said it can be used at any massage envy and because I was not a member they tried to charge $150 for the massage but when the gift card was bought it was suppose to cover the full hour and a half. There business is always missing communicated and tried to use the excuse that it was a deal at that time but couldnt use it now and I had to pay the difference and there rules change all the time! The lady argued with me about it and tried to get me to become a member to get the deal!! Hell no!!

Was scheduled for a stone massage, only to get there and be told their heater for the stones “just broke”Would it be okay to just get a regular massage. The attitude was ....how about a red apple rather than the yellow apple you wanted.I like a certain pressure, and on a quick switch over, wasn’t willing to take who ever was up for a regular massage, a stone massage is a unique massage, more for warm relaxation.I realize everyone coming in for a massage, is really looking forward to it, but my back was in a very sore, tight place so the 20 minute drive was uncomfortable and I was really wanting relief.The therapist said she would rebook me, come to the counter.Her: does Tuesday usually work for you?Me: I am open next Tuesday yesHer: oh, how about Thursday?Me: yes Thursday is goodHer: oh, how about SundaysMe: no, Sundays and Saturdays are not goodHer: oh, okay, well the first opening I can get you into is the 16 ( over two weeks away)Me: never mind! Are you telling me you only have one machine to heat the stones?Her: yes, I’m afraid so.....I left, so frustrated and in discomfort, to drive home, no better off and wasting a large part of my day!Ps.I called anonymously to find out.....the have a number of machines!I don’t get It, why the lies!

Have gone to this location for the past two years the massages have been good. I went in today and my therapist, I believe her name is Coco, was absolutely amazing! By far one of the best massages I have ever had. The only thing I would change would be to make the front desk more friendly and welcoming. But overall a good and consistent experience every time.

I have been trying to cancel a membership for 4 days now! And it seems no one there is capable of doing their jobs! I asked a simple question on which documents I could provide for the cancellation and all anyone can say is I need to ask my manager. I don’t know how many managers there are in this unorganized and unprofessional store but it is ridiculous! Jesse which is supposedly a manager hung up on me repeatedly and didn’t have an answer to anything and said she had to ask her manager.All I can say is that if you are not the manager don’t lie and say you are!This is the WORST massage envy I’ve ever been too!I don’t recommend this place to anyone!

Loved everyone, and everything about this Massage Envy Franchise. Ive been all over the place to get massages, and found that more often than not Im disappointed unless I use the same therapists. Its always a gamble to ask who the counter folks use, but tonight after three long days away from my wife and kids it truly paid off. I called in and spoke to an incredibly pleasant person who was really kind, and took the time to listen to what I want, and recommend some therapists. I went in and was greeted by a counter of smiles, but without high hopes because you dont typically find someone whose great, available the same day.I was sold on a 30 minute pre massage stretch, which sounded like a pricey add on, but the very kind gent from N. Dakota was very attentive, and after my solo business trip easy to talk too. He was careful not to cause any issues with my discs, and overall was just a solid guy.Next my massage began with a sweet young lady whom I thought was Brenda, but apparently was Paulina. She immediately made an impression by applying more pressure than I thought possible by someone her size. After I regained consciousness and we began talking she made the hour and a half incredibly pleasant, even though most of my massages are quite uncomfortable. The pain was noticeable but bearable thanks to her kind demeanor, her humoring me with laughter, and funny stories. It was only the third real conversation Id had in days, and the massage was to be very honest the best Id ever had. Great technique, phenomenal hands, good conversation.With a staff like this no wonder this is the busiest ME in the country. Great job to the owners, for assembling and keeping great talent. Thank you for making my birthday away from home more bearable. :)

Subscription pauses are month by month and that was not communicated. Apparently this change came during covid, and pauses used to last up to 6 months.. When people are struggling and need to give up the nicer things, this company found a way to keep you stuck. Dirty tricks by people at the top. People need wiggle room right now and I just had $65 taken out. Its a shame because the massages are great.

I put my account on a freeze and gave them plenty of notice, I had been dealing with COVID related health issues for months. I filled out their paperwork and submitted it.Then I kept getting reminder calls and texts so I texted back politely to remind them that my account was supposed to be on a freeze, I didn’t hear back so I called to be sure that they didn’t charge me.A very rude person told me that a lot of people go on when their accounts are frozen so they don’t assume that people who’s accounts are frozen aren’t coming in.What sense does that make?Not only that but they charged me for a same day cancellation and talked trash about me in the notes of the company computer.REALLY PROFESSIONAL!

I was given a massage “Transfer to you” card, and although I tried to call as well as schedule it online, I was never able to. I finally went in to the Thornton location to see if I could schedule it in person, and got it scheduled for a week later. Unfortunately, life happens and my kids and I got sick the day of the massage. I called to reschedule (mostly out of courtesy, because I’m a firm believer in not spreading germs around if you don’t absolutely have to) and was told since I was canceling the day of, that they would be charging as if I had the massage, or in my case, taking away the massage voucher. I’m sad, I felt like they were very rude and inconsiderate of the circumstances, and feel very bad for the person who gifted me the massage as it turned out to be a waste. I will definitely be encouraging them to take their business elsewhere. I’m not big on spreading negativity, but was treated so very poorly by this location and I don’t want it to happen to a anyone else.

I went in for a exfoliating facial. I was told by my estician she doesnt do that so I got a regular facial instead. I didnt get much consultation or examination of my skin. The room was dark and I had my facial on a massage bed with a pillow to promt me up. The girl was nice but she left my skin full of white stuff on the left side. It was 75 bucks and I didnt think it was worth it. My advice is to get a facial some place else! I got a beauty school facial for 75 bucks

Besides having to wait in a room that is as relaxing as a dentist office, is the first problem. I have tried to get some massages for at least an hour and half, and they never have anything available, ever, only hour massages. A month ago, tried calling in for three hours to schedule a massage, and no one ever answered the phone, and gave up, however when I am able to go, they have about 6 people hanging around at the front desk, in most jobs, you would be fired for not answering the phone. They are so unable to work with you, I am looking to going anywhere, other than this location even though they are so close to my house.they are terrible at customer service, but they are really good at taking my money every month. I have been going faithfully to this location for two years, and am totally unsatisfied-enough that I am taking the time out to write this.

I am a nurse and have a monthly membership for massages. I schedule a massage for today and asked specifically if my working with COVID patients would be a problem, I was told no problem come on in. Get screened at the door and am told because I am a nurse I cannot be seen! So.i guess as a nurse in order to have self care i need to lie or find a business with integrity! I expect a full refund of the 10 months of credits I have built up!!!

Worst massage envy I had ever been too will never be returning to them again for any of my needs. Between scheduling and booking the wrong appt and charging me the wrong amount. Then being told the manager will contact me. Its been two days and I am still waiting.Put your money else where, the ones working there are unprofessional. 90 minute massage ruined dealing with this bull for 2 days.Ive already reached out to that link as well as an email provided for Meghan, to no response. Very unprofessional

Have tried for a month to cancel membership, jumped thru all there hoops and still they continue to request i do more. Ive signed paperwork, mailed letters, traded emails and phone calls. still they wont cancel my membership and continue to charge me. maybe forced to involve a lawyer. so sign up at your own risk.

Horrible experience! My husband and I went to get 1 hr. massages this evening and were very disappointed. I hit the massage table at 635 and the massage was over at 724. This is not an hour. They need to tell you that the hour massage is really a 50 min one and charge for appropriate. My therapist was ok. He never introduced himself but he did seem to listen expect for the bruises on my feet he forgot were there until I winced in pain. Upon check out I had the membership shoved at me. I think from now on when I need a massage I will go elsewhere.

I went to Massage Envy in Thornton Colorado for a 90 minute massage. I have been getting massages along with acupuncture and chiropractic for over 40 years because of births, car accidents, scoliosis, surgery’s and broken bones. I haven’t had a massage this good in over 2 years. Kendra was excited to work on a body that was in turmoil as mine was. She took it as a challenge and was proud of her work. I feel stronger, taller and more aligned than I have in a long time. I feel better as the days have gone on. In one session my body hardly hurts when I walk! Thanks Kendra! I appreciate you and all massage therapists for your kindness in caring for others health.

Be careful there massage therapist Jojo hurt my back pressing too hard. He refused not to massage me when I told him to go a little lighter. Management ruled in his favor. I did not renew my credit card because it always takes 2 weeks for them to schedule me what the deep tissue therapist and now they are holding my money and wont give me a refund

Do not sign up for the monthly massage! It is difficult to use the massage every month, especially since making appointments is difficult. Every time I tried calling, no one would answer the phone, so after 3 or 4 calls on a given day, I would give up. A written letter is required to quit the service, and they will continue to charge your card after the written letter is sent. The monthly service is a waste of money because unused massages cannot be used after you quit, so you paid for a monthly service that you did not receive.

I received a gift card for a one hour massage. Thought it would be fun. Prior to showing up I had to fill out a questionnaire about covid. Then when You show up. They treat you like cattle and make you wait outside in the heat. Then at the end of the FREE gift massage. They charged me 10 bucks without telling me on my card. They force you to put down for your free massage. The questions they ask before your massage is a bit for just a massage. Like personal questions. The owner of this establishment is running it into the ground.

Message envy at Thornton is a big joke! I am trying to cancel my membership since January and they are still charging my card monthly. I called them many times and they still didn’t reimburse my money back. Tired of this place and their negligence with their consumers. I don’t recommend their membership for no one!

HORRIBLE CUSTOMER SERVICE! FRAUDULENT BILLING! I have been a member for 4 + years. I booked my SO and I 90 minute massages - he is not a member and was told over the phone it would be a $10 transfer fee to move a 60 minute session to him and and an additional $20 to increase the massage to 90 minutes. I was seen on 8/1/16 and told my fee was $30 total. My debit card was not run until 8/18/2016 and ran for $134.99. I have been given a run around since discovering this and as of yet NO REFUND!

I only come here for facials and chemical peels, so I cannot comment on the massages. The front desk staff is ALWAYS hit or miss with the attitudes, some times they have more attitude than my teenage daughter, sometime they are pleasant. Regardless, Carolyn H. is AMAZING!! I am a repeat client of hers and honestly, she is the ONLY reason I even keep a membership there. If she ever decides to leave, so will I as I only go there to see her. Thanks again Carolyn!!

I really like massage envy. They are clean and professional. The only thing I dont like about them is all the hidden rules and fees with the membership. Transfering your own massage you paid full price for shouldnt cost more. And when you decide to cancel your membership you shouldnt have a time limit on when you can use the massages you paid full price for... the membership only saves you money if you get more than 1 massage a month.

I have been making appt requests online and leaving messages - THEY HAVE NEVER BOTHERED TO GET BACK TO ME. They NEVER answer the phone. I called every 10 minutes the other day for about an hour. I called every afternoon (3-4ish) after work for 2 weeks. As of yesterday I give up! I have been going to arvada west and belmar for years, they are awesome. Polite & friendly and never, ever have they not answered their phone, and they ALWAYS responded to my online appt requests.I moved to Thornton and I guess I will just have to cancel my ME membership and find another company to give my business to!

Horrible customer service. They never answer the phone and charged me a no show fee when I gave them 2 voice-mail and responded to their text reminder that I needed to reschedule BEFORE my appointment. I also called the office numerous times with no answer. And the only way I got a hold of them to begin with was to walk in. Absolutely horrible!

Buyer Beware!!!The comments regarding customer service is true. Im in total agreement with Jessica. If you call they will not respond. Then you received some canned comment from someone with no name. Guest relations is a black hole and seriously if you have problems or just especting medocre service you will not get it. You will get sub par service and now response from management or the corporate office in Atlanta. Buyer Beware!!!!!!

I would give negative stars if possible. I booked an appointment using their online website which gave me confirmation on the date/time and the massage therapists name. however when I showed up for the appointment they have no record of me and theres nothing they can do.

I have been trying to get in to use the last of my credits as they expire this month!…I have left 3 voicemails and still have not heard back! I think it’s unfair for me to lose them if I have been trying to get in and don’t receive a call back!!!! The website doesn’t let me schedule either!!!! It’s unfair that I lose that money that I worked for!!!!

Place is ridiculous! You cant even schedule a appointment if you dont have a credit card.I dont understand it. I wouldnt schedule a appointment if I wont be able to make the appointment. Terrible appointment policy. They said they couldnt schedule the appoint without a credit card after advising them that they are losing out on business oh well Ill just take my business elsewhere.

We have been going here for many years. Lately we keep getting calls to cancel. We book well in advance 1 -2 months. We are given short notice and cant get a booking. Please....why do you advertise walk ins welcome when you cant even cover an appointment. So frustrating.

They never answer the phone, I had another store call them and they still didn’t answer….it’s been such a hassle to cancel my membership with this location.It was super easy for them to take my credit card but it’s been a challenge for them to remove it!!!!

Front desk are extremely rude! I will definitely not be coming in again. There was no one waiting inside and they still had me waiting outside and it’s dam cold. I had to go in their and ask if they had my number because I want to go wait in the car. I must be their only appointment at this time that they didn’t even ask me what was I here for and my name nothing !!

Carolyn is the absolute friendliest down to earth best aesthetician around. Very knowledgeable and pays close attention to your own personal needs. She recommends product based on best results for your skin type. She is precise and detailed about what she does. The added essential oils to the facial hot towels makes for a true aromatic soothing experience along with the top of the line products that leave my face feeling soft and glowing. She has been my bestie aesthie for over 2 years ..always leave feeling refreshed and pampered. Chem Peels have always given me great end results with hyperpigmentation and aging ..the microderms are a savior for my large pores. The facials leave my skin feeling so healthy!

This is a busy ME and sometimes hard to get in on the weekend. Once in a while, I can score a 90 minute massage with Luis - he’s my current favorite. I love that you can schedule appointments on the app now.

I enjoyed my massage by Elisio but when I walked in I was not greeted and had to stand there while one of the five front desk girls finally said hello. Two of them seemed too interested in talking about tattoos rather than providing good customer service. Always have gotten great service at other massage envys but wasnt impressed. The only reason to go back would be Elisios service.

Horrible front desk staff, I had made VERY aware of my medical situation and continued to book me an appointment. When I went back to the masseuse she was extremely unpleasent and refused to work with me because she needed a doctors note when I had shown the desk staff. I was charged for a hour and a half massage and only got 45 mins. HORRIBLE experience. NOT RECOMENDED.

You can never get a hold of anyone, very rare to have someone answer, I would prefer to use an app or book online, can’t do that because my email is not registered but I get correspondence all the time, received number to call for help since no one at any of their locations can help; no one answers, try to hit extension or for customer service no one there, will not let you leave message, can not get a hold of anyone, tried to email and no one responds.They take your money every month for 0 services. What a scam.

This store location is awful I tried to ask for transfer papers to get transferred to a different location for more than 5 months and nothing got done or handled correctly I had about 17 and a half credits which values at least $1,200 worth and I went to a store Massage Envy over in Citrus Park Florida and Id have to update my info and they would charge my card to get my account back on track I cant choose a date for them to choose my card for me to use my credits Ive already paid for those credits and I should be able to use them regardless if I still have an account or cancellation trying to get a hold of a manager or the person that runs that store thats high up is really hard to get a hold of Ive been trying for 5 months or more to get transferred papers nothings been handled Im upset and I think this store just stole $1,200 from me bad way to run a business

Joel at the Thornton location was very rude. He did not shake my hand and hardly spoke with me.This was my first massage ever.I was given the recommendation of Brett from a friend. Definitely will not go back to Joel or recommend Joel for future massages.

I injured my back and was stuck bent over. Taei did an AMAZING job on my back and I walked out completely upright. That was a miracle! He was friendly, professional and so great at what he does. I highly reccomend using him specifically when you visit the Thornton location. I am so grateful to him for his service. He was so good that i signed up for the wellness program. Thank you Taei!!!

Vanessa is amazing. Im a hair stylist and she gave me a great massage and some advice on some stretches I can do at home. If you like a deep tissue shes your gal. Highly reccomended!!

I left feeling sooooo relaxed!

Had a problem with my reservation. They messed up, not me, however, since I was “late” i was only offered a partial time but charged for a full service. Honestly, places like this are horrible and I feel very sorry for the owner and I would be embarrassed to treat my clientele that way. Read the reviews. I’m not the only one with similar issues.

Dont go there! There is only one person that is good and you cant even get an appointment with her. I tried to talk to management about this but all they care about is getting your money and keeping you on a plan. Complete RIP OFF.... Dont waste your time, money or energy even using Massage Envy!

The services I’ve received multiple times were great! But the costumer service SUCKS! Every time I call to make an appointment I’m calling over 10 times to schedule because no one ever answers the phone! This is the absolute worst message envy to work with as far as scheduling! I wish corporate would do something about this

Gabby gave me a facial last night & my skin feels Amazing. She was spot on in knowing exactly what my skin needed. She was kind hearted & very knowledgeable about my needs! I highly recommend Gabby!

Staff is very personal and very good at listening. Massage person knows the job very well and makes the massage very comfortable.

I have had some great therapists and some poor therapists - just depends on the day! My only complaint is that I cant schedule an appointment online and a lot of times when I call - I get a voicemail.

Supper friendly staff! Massage was amazing. I have had many massages at several locations in the area. This was by far the most professionally ran clinic I have been to. Thank you THORNTON MASSAGE ENVY!👍

Always willing to work with you!! Today Luis rocked at his job!! My massage was AMAZING!! He worked out some angry muscles from a car wreck and a broken knee!! Best session ever!!

The guy talked my ear off. Massaged only a few areas, rather than a full body. Recommend stating exactly what you want right away otherwise you’ll be wasting your money on a massage that didn’t quite hit the spot.

Carolyn did my facial OMG she’s absolutely wonderful and my skin feel’s brand new I can’t wait to see her again,Brittany was so nice at the front counter and answered all my questions that I needed answers too,and Ashley was very helpful setting me set up with future appointments thank you ladies my experience was awesome!!!!

Tried to schedule message. Was informed that my massage I paid for already expired. I do not recommend getting the membership

I would probably like this location if I did not have to call at least three times to get someone to pick up. Hello? Is anyone working????!!!! This has happened every time Ive tried to make an appointment there so I end up taking my business to another location. Hire new front desk staff!!

The massage therapists that I got was an amateur. Just listen to your client. If I say, I dont like that spot, then leave it alone! Move on to one of the places that I did ask you to work on.

This place is awful. They never answer there phone. Cancel appointments with very little notice. Do nothing to try and reschedule you and have the worst customer service I have ever seen... Please hear my warning ang go somewhere else!!!!

Extended my contract without telling me so then I couldn’t cancel till new contract expired, front desk associate couldn’t give me the time frame of the manager or phone number, manager never seemed to be around, wasn’t customer service oriented, the face frames of the massage beds were not comfortable nor were the beds.

Not prepared to sell products, no literature,no bags to carry products out and could not print a receipt. Had to stuff my purse and pockets! Do like their products ,will find another store!👎😔

Stephanie is so good at what she does. I always get my needs met and she explains what will help my sciatica issues. Very happy with this clinic.

So many different massage therapists to choose from! I highly recommend booking a stretch session with Corey after your massage to get the most benefit! Amazing!

I left feeling like I was on cloud 9. Awesome therapist & Super friendly staff.

I have been going to this location for almost a year and I have always had a pleasant experience. The desk staff is welcoming and friendly and there are many massage therapists to choose from.

Overall good place, just pay attention to the details of membership. If you dont lime one therapist, try a different one. If you dont like that particular locatio n, try another.

Pleasant desk staff. Great massage by Rachel. I didnt join/sign up for the membership, but I plan to return.

I knew going into the massage that the areas that needed attention were very tight/tense and need a lot of work. Casey was very thorough, caring, and worked hard on the areas and made huge improvements!

The masseuse was very knowledgeable about human anatomy. Spot on at identifying which muscle I pulled.

I cancelled my membership and was charged anyways. When trying to get a refund I’ve been ignored by management. I can’t seem to get ahold of anyone and when I do they just tell me they can’t help me.

Easy to schedule. Very good massage therapists. Quiet peaceful atmosphere. You can feel safe and respected at all times.

Can’t even book appointment, online or thru the phone. I been calling for two weeks now

The Worst massage envy I’ve ever been to. Never answers their phone, everyone tells you something different. Manager Brittany was 0 help and offered no resolution.

I have actually not been able to make an appointment, I have tried calling like 7 separate time and EVERY single time noone has ever answered and I call several times each time and nope they just let it ring and go to voice mail. Do they not have receptionists? Im confused....

Melissa gave an awesome massage! The only thing I would add is I wish an hour had been longer! I’ll be back soon!

The massages are usually great if you can get them to answer the phone. What’s up with the message machine 9/10 times I try to make an appointment ?

Elisio is amazing and does the best trigger point massage. Seriously. If you need extra firm pressure and a therapeutic massage, hes your guy.

This location is the worst! You can never get anyone on the phone!

Bought online as gift. Had to call and tell them who it was for. Then they asked the recipient if they would pay or me and recipient was asked to leave tip. Very unorganized for gift giving.

I called yesterday to try and make my first appointment, no one answered. I then went ahead and left a voicemail. After not hearing back I just decided to come and check the reviews and Sure enough theres a lot of feedback on that the staff does not answer any phone calls. Because of this I will not become a member here.

Stephanie is the best one there hands down. So sad I had to move so far away from her, I wonder if she does house calls 🧐

They never answer the phone! I tried to transfer a massage and they said they would do it. When I tried to renew it they said it was never transferred. Just awful business

5 stars for Jesse - he is a GREAT masseur!

Ive had a membership here for years and have had two of the best massage therapists ever. Great place.

Can always get an appointment the front staff is always very friendly. Massage therapist are great.

Horrible service. If you want people to leave a tip think about lowering your price its already expensive to get a massage

My lower back pain was gone when she was done with me. The extra stretching in addition to the massage really helped.

ANSWER the Phone!Front desk employees have changed for the WORST! No return calls even if you leave s message. Poor Customer Service

Booked up until November, yet it has a sign on the door, “walk ins welcome”.

Do not go here, absolutely do not sign up for the membership.

The best, i was so relaxed after my visit

Very understanding of health issues . Great massage - helped with stiff and sore muscles and pain and swelling of arthritis

Steph and Abrahm are fantastic! I actually stand up straight when I leave!!

They never answer the phones. I have to call atleast ten times and I never get a call back.

Literally called this location a hundred times during business hours couldnt get anyone to answer the phone..

Therapists are good, but the front desk never answers the phone.

Ive gone to several locations have found other branches lacking. Service here is professional.

Their therapists do not get a lot of money they running a sweat shop

I was here during your posted business hours. Closed. No sign on door.

Bad customer service make a appointment and got to waited for over 25 min

Girls here are great very professional.

I dont go my wife does and she loves this place!!

Great for last minute appointments!

Sauna was nice...

Crap. Everything about massage envy is crap

My wife likes it okay

Good people do good job

Always get a great massage!

There good at what they do

Jenna was amazing!

Professional great work

Great

Casey is the best!

Love this place 💅

Nice employees

Amazing massage!!

Awesome staff

Place is great

Very relaxing

Great place

Excellent massage service, quality care 100% recommended. They have products for body care and beauty.

Easy