Massage Envy

Do not join membership with this location. I gave it a shot and was happy for months til my therapist left. I could not find another I liked as much and had difficulty getting appt times that worked so I cancelled the membership. I emailed the location manager and called her. She replied to my email that it was received and would be processed in March...here it is June and Im still getting charged and have to dispute every month. They are just hoping I miss a charge and dont dispute it. My credit card has sent them requests to cease charging, it is being escalated on that end, but they cannot block them from charging. Absolute terrible customer service from Massage Envy managers. The therapists and girls at the desk were super sweet. I should have listened to the reviews.... I did have a couple months of great massages and no issue. They just dont honor their own cancellation policy. I would not recommend them for that reason.

Called when my massage was supposed to begin, made an honest mistake and was at the wrong location. Despite me being able to come in a little later, they said the massage therapist will not give me a shorter massage, and they will be charging me full price. As it is super expensive, this is a huge blow and very upsetting. The main person answering the phones is cold and very rude. If you want a massage, just go to another location. Judging by my experience and the other reviews, this location only cares about money and has no customer service whatsoever.

Me and my mom booked 2 massages for 1 pm on her birthday, and 40 minutes before our appt we got a text saying that one of the massage therapists had an emergency and had to leave and we could come in at 1230 for another therapist, but when we called, Marissa said that the therapists booked someone else for the 1230 instead of asking us first. completely unprofessional and ridiculous we drove all the way here and they were no help on the phone. don’t come here

Terrible experience at this location, was cancelled on three times by the same massage therapist over the course of less than 2 months, most recently within an hour of appointment. Very frustrated with lack of consideration.

They will charge you for an emergency if you cancel same day but they will do the same to you for your appointments with no apology or compensation.

The worst massage I’ve ever received, I told my masseuse that i wanted to rest and take a nap and her response was that she doesn’t like when her clients take a nap so she purposely kept asking questions during the entire massage to keep me awake. My massage was very aggressive being that the masseuse was not gentle in the way that she handled me. Pulling at my body, pinching my skin, felt like i was being punched constantly in my massage. Like i was really counting down the minutes until it was over. Also, i told her the oil is freezing and her response was that its always this temperature…. Um ma’am I’m getting goosebumps every image you put that oil on me. What is relaxing about that?! I sat through this horrible experience so that i didn’t hurt this lady feelings, she was elderly probably 60-70 years old and I just wanted to be kind to her. However she could barely stand up straight and was fidgety with her hands which contributed to the uncomfortable experience. I expressed this to the manager and asked her for a free massage or a refund and she told me she couldn’t do either because I stayed through the whole experience, although i never knew it was an option to just get off the table because i never felt i needed to. I went there on my bday to enjoy a relaxing massage that i could nap through and got the complete opposite. What happened to the customer is always right?!!!! Never again!!!! Massage envy in Naperville is better.

Very bad experience in trying to cancel my subscription. Management told me that I couldnt cancel due to my account being under suspension. I was forced to be put under a freeze until October 31st. They told me the only way I could cancel is to get my account off suspension and pay $150. Thats ridiculous. Im unemployed now and I asked to get my account cancelled 2 months ago. And they wont let you use the credits that you have already paid for. It seems like a pure money grab. Paperwork was already filled out to cancel my subscription. I may follow the suggestion of the other commenter and follow up with the Illinois Attorney General. I will like a resolution/cancellation immediately

The aestheticians and masseuses are nice, but the availability, pricing and policies are ridiculous. They rope you into a membership deal then provide very few appointment times, and give you absolutely no flexibility if you have to cancel or reschedule - even if you are sick, even if you have an unavoidable conflict, even if you have been a regular and loyal customer for months. I basically threw away 100s of dollars for nothing. They have an app that they tell you not to use because it doesnt work or sync with the local store. I can only hope that the member cancellation form I filled out actually goes through. Go elsewhere.

I was talked into a membership and was led to believe that the credits do not expire. I wasnt able to get the time slots that I wanted and needed, so I decided it was best to cancel and use what I had already accrued. When I cancelled, I was told that I needed to used what I have within 60 days. That was news to me. So I prebooked the 4.5 credit hours and cancelled.The last appointment was cancelled mysteriously out of nowhere. When I called they said that the massage therapist got a new job. So I asked to reschedule, they said fine, but since I am no longer a member, I have to pay the full price. I was like where did my last 1.5 credits go?! I spoke with the assistant mgr and she said that it was already used. WHAT?This place is an absolute sham. Waste of money, poor communication, mismanaged. Id be fine if they were upfront about the entirety of the membership process. Be warned. I somehow got scammed out of credits that I somehow cannot use any longer.👎👎👎😡

DO NOT SIGN UP FOR SUBSCRIPTIONI had to go in person to fill out documentation and and was told that I would not be charged again. The following month, to my surprise I was charged. I contacted the location several times and was unable to reach the manager nor get a phone call back. It has been ongoing for two weeks. Eventually, I had contact my credit card company and have them handle it.My wife had a similar experience in attempting to cancel her subscription.

*dont sign up for a membership* Frustrating that you cant cancel your membership online, so I had to stop in the specific store I signed up in order to cancel. I filled out paperwork, and the receptionist informed me it could take a week and a half for her manager to get to my paperwork to cancel it. I asked if there was any way to make sure its done before my next billing cycle on the 12th and she stated no guarantees. I am in the store to cancel it well before the billing cycle, so I dont feel its unreasonable to ask for it to cancel so Im not billed again. I said that isnt very good customer service and then her attitude towards me turned from nice to defensive. No reason to have to jump through all these hoops. Terrible business practices by this franchise.

They are dishonest, incompetent, or both.Six months ago, I tried to freeze my account. I spoke to someone on the phone and they assured me that my account would be frozen until I noticed that it was not. It took several phone calls to get my account frozen.Now that Im trying to unfreeze my account, I am again having troubles. I was assured on the phone yesterday that the unfreeze was successful and immediate only to learn today that isnt the case.Ive forwarded this matter on to the office of the Illinois Attorney General regarding this potential fraud.

First time getting a massage here and it was NOT a good experience. I showed up went through my consultation and said I’m here because of my hip flexor. It’s tight I have knots and that’s what I need worked on. I got about a 45 minute massage and Rita never once massaged my hip flexor. I brought it up multiple times but it was never worked on. I left with the same problem I walked in with. Waste of my money. I wanted to sign up for a membership but after this experience I will stay far away from a massage envy… How do you ask what the problem is and then completely ignore the troubled area. Not a good business model

They’ll give you the run around when you try and cancel. They’ll inform you at cancellation that you will not be charged again as you’ve been a member for longer than a year, then they submit another massage charge the following month. You know the routine - call up and talk to a worker, get promised a call from the manager to take care of the account - no call ever comes. Continue calling until you do get ahold of the manager, who then could care less and tells you there’s nothing they can do because your year somehow does not qualify. If you enjoy giving your money to companies that will lie to you until you have to block them from your credit cards, then go ahead and sign up 👍🏼

If you are 5 minutes late to your appointment, they will say you’re too late, cancel your appt and they will charge you full price. What a horrible experience! Never going back.

The GlenEllyn location was a horrible experience! I booked a prenatal appointment for my girlfriend and recieved a cancellation the day before after a 1 month wait! Then I was told when I called they told me that they would put me back on a waiting list and that was 2 weeks ago! This company needs to go out of business

I have been a member of the Glen Ellyn Massage Envy location for over 5 years. I have had a variety of massages and different facial treatments and have always been very pleased with the results. You need to express your needs and wants during your consultations and you won’t be disappointed. I have arthritis and get a 90 minute massage every two weeks. The front desk staff recommended Rudy based on my needs and they were absolutely right!

Customer service is excellent, location is convenient! Rita A is amazing! She is professional and very good! She helped me to understand what massage does for me. She is excellent, especially for deep tissue! Id highly recommend seeing her!

I came in, and you use this tablet to enter your medical history and then you specify what parts of your body you dont want touched. Fine so far. Then they said my massage therapist was a reflexologist, was that okay? I didnt realize that meant he only does reflexology massages, and I wouldnt get the actual massage I had specified in the tablet. And he did things with my hands and feet, which I just didnt like. I did ask him to stop, but I wasnt assertive enough because I just was uncomfortable speaking up. Towards the end I did ask him to just stop, because I wanted to leave. I didnt enjoy it and I wish I hadnt gone there.

I’ve gotten plenty massages from this location, by far my most favorite. The manager taylor was super nice and caring. She was super professional and so was everyone else there. Will come back to this location again.

Very nice place. Erin did an awesome job on my massage. I’ll definitely be back and will most likely be purchasing a membership as well. Thank you for the great experience!

This was not my first experience with Massage Envy but it was not good at all. Today, I had a gentleman named Steve and he was sub par. I filled out the questionnaire beforehand and highlighted the areas that I would have liked him to focus on & it was not followed. Apparently his technique is reflexology (He explained as he worked). Interesting, but not what I requested. Then to add insult to injury, he began working on me at 10:16 am & ended at 10:55 am...no bueno! That was NOT a 50 minute session. Sad, because massages are expensive and can at most times be done by me intermittently. Next time I will definitely specify that I would like a TRADITIONAL massage.

I really like this place a lot. I didnt have high expectations going in, but from the minute I came in I knew this was a good place to get a massage. The front desk people are genuinely nice, the therapists are amazing, and the overall price makes it worth it. You can tell this place is well managed by the attitudes of the people who work here. Id definitely recommend!

I asked to put a freeze on my account, which is allowed per their policy. Except when you ask for this, they drag their feet and pretend that your paperwork got lost or whatever, so that they dont actually have to go through with it. Feels very scammy.

Extremely poor customer service. Our family was treated very disrespectful by Kira at front desk in Glen Ellyn. The service overall is very poor and has been getting worse throughout the years. This particular location has a very poor management. We will not go back. It’s not worth it the money and the aggravation.

Use extreme caution when buying prepaid memberships here as they expire. And unlike other businesses who are extending memberships due to the Covid quarantine, this one does not. We will look to other massage therapists from now on.

Rita is amazing! I just had my first medium pressure message ever today. She was informative, professional & I feel amazing! Definitely recommend her!

Stan is the man! He is the best massage therapist Ive experienced through this location. Focused, clearly knows what he is doing, professional. The front of house staff is also attentive and helpful.

Just had the BEST massage ever by Mary Serafin. She started her career 15 years ago with a Chiropractor and is a master with accupressure. Mary didnt stop learning when she graduated. She continues her education to learn the newest and most beneficial technologies. God blessed me the day I walk into the Glen Ellyn Massage Envy and assigned Mary to me. Find out her schedule and go now. You can thank me later.

Massage was good but I paid for 90 minutes and had a 60 minute massage... when I explained this to the receptionist she said well yeah theres 5 minutes to undress and 5 minutes to dress. Ok great... where are the other 20 minutes??

The manager Taylor is amazing. Some of the best customer service I’ve ever had! Highly recommend talking to Taylor for any membership needs!

They are good at what they do. I have to deduct a star as I always show up 10-15 mins before my appointment and dont get seen until 10 mins after its supposed to start. On top of that they still end on the hour so I get shorted 10-15.It is what it is I guess.

My masseuse, Nicole did a very good job! I will be returning! Left my skin really soft and my body feeling really relaxed.

They treated my mother with disrespect and their customer service is always poor, we are canceling her membership. They need new professional staff.

Place is awesome great friendly staff Ive had plenty of massages in my life but definitely no one compares to Julie!!

The front desk was amazing and my therapist Kate was awesome!! definitely will be back

I was on the phone with one of the ladies, and she was being extremely rude, telling me what i do and don’t know. I am highly disappointed with the customer service at this location.

I had a very uncomfortable experience..... I spoke with the staff that day & the manager the next day.... both could care less. SMH I wont be back to this location.

Wrong info online and bad attitude

The manager here is terrible and not customer focused or willing to objectively listen to concerns.DO NOT WASTE YOUR TIME!!!

My girlfriend loved it. Came out floating. Becky hooked her up.

Everyone was super professional and Kate & Katherine were amazing! 100% recommend

I have a membership here and its worth it. I recommend David. He is fantastic.

Wonderful... just the self care I needed. Same time next month, please (appointment already made).

TERRIBLE customer service!! Do not go here. Absolutely horrible and rude workers. Don’t waste your time or money.

Leo and Stan are THE best. Hands down.

Very low budget massage.

The therapists are awesome!