Massage Envy

I had been a customer for over 5 years, I am apalled by the treatment that I received. I had a massage scheduled for later in the week, but due to significant pain levels had to schedule one sner in another location. The staff at the second location said that they would cancel the first one. I found out today that it had not been canceled and they are charging me 100% for the appointment. I spoke with the assistant manager, but she said that was the policy.Apart from the management issue, massage quality has been hit or miss.Some providers are very good, but others only have a superficial understanding of the body.I will not be returning to this location.

Was in town for a few hours. They allowed me a same day appointment. Everyone was on point, really, really nice, professional and stylish!! I received a 60-minute massage, which was awesome!! Left feeling happy as heck because it was much needed. Thank you guys so much🥰💖💋💕

Hey friends! I started out my membership at another ME location but since moving I have been slacking on my appointments. I started going to the Brier Creek location and have enjoyed my experience every time! I have sessions with AJ and she is by far one of the best therapists I have had!AJ has has been very attentive and knowledgeable of how to treat my needs. It has been wonderful getting to know her over these last few sessions. She has been personable and shown an exuberant sense of humor!10 out of 10, highly recommend! My only regret is that I didnt right this sooner.

If I could give zero stars I would. I’ve consistently had issues with my account and friends account for over a year now. To pay good money & constantly have so many issues due to managerial changes is unacceptable. We literally each paid monthly for services stuck in a membership we can’t use, get bck nor could transfer. That’s not ok at all. We’ve contacted them directly numerous of times being told the district manager would be in touch but never has. I would rather take my business elsewhere & pay more than to deal with a company who takes your money and doesn’t care.

I was in desperate need of an emergency massage. I was lucky enough to get in same day due to a cancellation with Mario. Arriving, the staff was so friendly. There was 3 employees front desk and they were all so welcoming and friendly. I loved to see a full staff there. Signed new customer paper work and off to the back I went. Mario is truly the best, most knowledgeable therapist I have ever met. He listened to me and delivered. Mario suggested the massage gun for first 15 minutes or so and I’m so glad I did that. It really loosened everything up before he begun with his hands. He touched on pressure points that were the targeted area so on point it would take my breath away. I needed pressure and patience and that’s exactly what I got. I was in serious pain from sleeping wrong and he did everything he could within our time to relieve some pain. I was so impressed with him I became a member and absolutely need to see him once a month. Hands down best experience I’ve ever had. Thank you massage envy for your hospitality.

AccountMishandled I have been trying to speak to manager appropriately since January and no response. Member since 2019 very disappointed. Therapist great management does not care.Update: At this time they have definitely revamped and Therapist is the best and I can see the changes of improvement taking place.

White glove service. Many times companies say they give white glove service, but usually its all talk. The management team and the workers at this massage in the walk the walk!They see me as a person, and not just another customer ringing the register. The personalized treatment, the advice, the genuine care that they provide me enhances the value of the service!

Torie showed up late and then shortened my massage. She never even finished my shoulders. Even worse, as they tried to calculate my tip they kept insisting on doing the calculations on $130 which was more than what I had originally booked. I know I get to choose my amount but they were trying to scam a higher amount from me (20% is way different on 130 than on 85). I guess people dont generally pay attention to that? Not going back.

They tried to cancel my appt the day before (scheduled 6 weeks prior) because I had gotten a new card and hadnt updated the info yet..... the massage itself was pleasant, thorough, and very relaxing with AJ ..10/10

Services at this Brier Creek site have declined. My therapist is good— for the time she shows up. My previous therapists have been on time—- I am tired of waiting thirteen minutes for her to show up. In addition, they closed a very quiet peaceful room to wait for our appointments and put in a sun table. Now clients wait in a noisy entry space where we have to listen to staff gossip. My problem is cancelling the contract—promises to send me paperwork ….and no follow through.

I visited this morning for a massage appointment with Mario. I read all the positive reviews and waited for an opening with him and it was well worth it. When booking a massage, you want to make sure that you receive the service that reflects what you pay for. Brier Creek delivered. I arrived ahead of my appointment and Tamara greeted me and got me started with the medical history and preferences questionnaire. Mario was on time and brought me back to the spa room. Everything was very neat, comfortable and quiet. Mario asked about areas that needed attention and my concerns. Mario has a excellent bedside manner as a therapist. He would do well as a chiropractor. Pressure was spot on and all areas of concern were addressed appropriately. The aromatherapy allowed for me to relax.I will be returning for a 90- min session with him soon. So far the membership has allowed me to slow down and make the necessary time for self care.

I had high hopes for this location but Im less than impressed.The positive:The area in and around the property is clean and well maintained. The interior feels and smells like a Massage Envy. The bathrooms are clean and well stocked. Massage tables function as expected and heated tables are comfortable. Therapists provide a generally calm and welcoming environment.The negative:Management is unresponsive and staff are not aware of policies outlined in the Massage Envy contracts. When attempting to cancel a membership, this location refused to send paperwork for cancellation and the single person who handles cancellations seems to never be around. Paper work is not processed in a timely manner which allows the franchise to steal money from clients who may not spend a lot of time following up.A formal cancellation was requested from the franchise location in January but the location has failed to respond.January 14, 2023: Called to cancel membership and was told the person who handles cancellations is not in but would call me back.January 19, 2023: No response has been received from previous call. Called this location again to cancel and was told the person who handles cancellations is not in but would be there on the 20th.January 22, 2023: There has still been no response to my request for cancellation; follow up email sentJanuary 23, 2023: Called location and asked what time management would be in. The associate stated 2pm and hung up the phone without a salutation or ensuring I was done speaking. I called back regarding how the call was ended but was notified by a different associate that the original associate was busy. No option to wait was offered.The membership ultimately was not cancelled until March 3, 2023.

Today was my first appointment at this location and first impressions say it all. My appointment was at 9am. When I got there 15 minutes early, the door was locked. There were 3 of us standing outside wondering what was going on. At around 9, someone let us in and said she was trying to get the computers up and running. She asked us who are therapists were so she could let them know we were here. I told her Eli. She came back a few minutes later and said he was running late and was on his way in. At about 9:10, I heard the staff talking on the phone with someone. Then the lady told me that he wasn’t coming in today at all and that nobody else had any appointments today. She apologized and tried to set me up with another therapy they offer at around 10 (which I appreciated). I declined and told her my frustration with the mornings events. She said that they don’t open until 9 so that’s why nobody was there. The sign on the door says 8am, the website says 8am. She didn’t really respond to that. It was a very frustrating experience. I won’t be going back to the Brier Creek location. I’ll stick with my normal store next time. First impressions really do matter!

My daughter and I booked massage appointments together and the day of the appointment my therapist canceled. Well of course I am going to cancel my teenage daughter’s appointment since we were doing this together. Well if I cancel day off I am charged the full amount. However the therapist canceling is ok they can add an enhancement on to my next appointment. They knew when we scheduled it that we wanted it together and they are on the phone saying she has to come. Asked for the manager and she gets an attitude about the policy. Then says we can reschedule you with someone more reliable. Why didn’t you do that from the beginning? Why have people working there you know are not showing up making you not just lose money but customers also. Now with this happening they don’t have to worry about us rescheduling we will find another place where the employees show up to work and don’t stress us out when we are supposed to be getting relaxed!!!!!!!

The Front Desk has an ALL NEW staff, and it shows! They are outstanding to work with. Recently Victoria F. helped me find the right facial it’s for my 17 yo son. She talked to the therapist for me, and really went the extra mile. I met the manager, Sabrina, to let her know and she introduced me to the new front desk staff. Outstanding! They deserve a do-over if you’ve ever had a bad experience with the front desk!

New to the area. I booked with AJ because I was looking for a female therapist. She did NOT disappoint! She listened to my concerns and I walked out feeling amazing!

I was a member for YEARS! Unfortunately within the last year, it’s difficult to get an appointment & once you find a decent therapist, they don’t stay working there for long.I cancelled my membership in June (with 17 days before my next months draft) and I was charged for another month AFTER canceling. I have attempted to call multiple times to speak with a manager about this and have never received a call back. The majority of the time you are left to leave a voicemail (they are busy at the front, which I completely understand) but never receive a return call. Save your time, energy, money & join The Now massage across the street. Such a disappointment after being a member for years.

I’m very disappointed in the Brier Creek franchise. I recently canceled my membership after being a member for a few years. I had several massage credits that I had paid for but was unable to use due to the pandemic and/or lack of available appointments. Tonight I went into massage envy to get a massage that I already paid for, and my account was wiped off all the massages I had. I had to pay out of pocket. I’m so disappointed in the lack of communication around this. It was probably written in the fine print on the document I signed when I canceled but I was under the assumption that someone would contact me to explain everything and there would be a grace period of time when I could use the credits. I don’t know how a business can legally take away something that you already paid for (literally hundreds of dollars worth) but I will never join again in the future.

I used to love this place (& I do have to give kudos to Karen as a great masseuse), however my experience here the last 3 months since becoming pregnant has been horrendous.In February & March, my original 90 minute prenatal appointment was CANCELLED, WHILE I WAS ON MY WAY TO THE APPOINTMENT. One was cancelled 10 minutes before my appointment. I was switched to another masseuse at the same time, but only for 60 minutes and the shorter times just do not work for me.My April appointment was again cancelled and switched to a different provider but again only for 60 minutes. This has posed me to not proceed any further and to cancel my membership.Not sure what’s going on, but I absolutely don’t recommend this location for prenatal massages. The ones I had were terrible as well.

My sister gave me a credit for a massage and when I go in to the location, they say it didnt transfer. Then they try to sell me an appointment. Why would I go here when your tech doesnt work? You are supposed to impress me with your service, not go into prick salesman mode with disingenuous, incompetent lip service. Always hated these low value high price operations. No thanks, not even for free.

My husband & I had wonderful massages & facials - I have been a member for several years. On my last visit - the massage therapist-Alex - provided an awesome experience- she was professional courteous respectful- quickly assessed my situation - the room very clean nice & cool - Amber - the Esthetician - well experienced in facials & skincare delivered an amazing facial spa experience- She gave clear concise before during & after instructions & explanations- I felt comfortable trusting her to use the products she recommended. All & all a great spa day for hubby and me from check in to check out !!

This was the first massage I had in my life and Angela Jackson was beyond wonderful! Every step of the way, she instructed me what to do and even answered my questions of does my job show this or do you feel tightness here.If you go to massage envy, ask for Angela and you will not be disappointed. If I could give more than 5 stars I would

I am frustrated as I have tried multiple times, in person, email and phone to cancel my memberships. The poor girls are always understaffed and trying to help 4 people at a time not completing one task. I requested to cancel services FEB 2023 before it pulled out, They said they couldnt refund but that they would have a manager process cancellation. I used the credit since I was told I wouldnt get it back. Ive emailed 5 times and spoken to multiple people with no responses. I now have been charged again. I need my services cancelled and refunded. I was informed there is no fee to cancel but the manager has to cancel however she hasnt been there each time. thats fine. just cancel and refund my services. I see there is a class action law suit for this same thing. this is ridiculous. I work hard for my money and I am dealing with unexpected life problems that need my finances.

BEWARE!!!!!!!I have been trying to cancel my membership since the beginning of April. It seems there is a lack of training and communication. I went in person filled out a cancellation form I asked could I get a follow up email in which I was told they do not send emails for cancellations, so why ask for my email address but was assured by the associate that the employee that handles cancellations ONLY works on Thursdays which I found odd but ok would be sure to process the paperwork!! Anyway FFWD to May massage envy charges my account so I called for an explanation was given the “PRACTICED STANDARD” dialogue, and was told AGAIN it would be handled once again no we can not send an email to confirm the cancelled membership but the associate that handles cancellations would take care of it on Thursday when they come in..Well Lordy be on yesterday June 18th what do I get an alert from my bank stating a debit for massage envy LOL I had to laugh to keep from getting angry so I called asked to speak to a manager and guess what they are not in to handle my issue but they would return my call. I get a call today June 19th while at my doctors appointment I could not answer but no message was left but because I knew the number I called as soon as I got into my car and was told my membership could not be cancelled because I need to fill out YET another cancellation form why was I not told this in May when I called nor was I told I would have to do 2 forms when I went in April. Employees should be trained equally with the same information. I read there is a problem when it comes to massage envy cancellations and there is a class action lawsuit. I went in today June 19th to do ANOTHER cancellation form, called my bank to block future debits, etc..The bank did inform me though that if massage envy changes the way they debit it’s possible it may come out in July if this happens I will be sure to seek legal advice because at this point they know exactly what they are doing STEALING clients money and coming up with excuses to justify their actions and if I missed this in the fine print etc… a simple phone call to let me know there was an issue with my cancellation would have been the courteous thing to do but no they just wanted to continue to take my money, glad I get alerts when money comes out my account otherwise no telling how long it would go on..also this seems like normal practice for massage envy when it comes to cancellations. Hope this review helps future clients that may be thinking about canceling their membership…

They got a two because my Massage with Karen was excellent. However I was given a $75 gift card for a massage and after the massage they tell me that I owe an additional $55 because I was a non member and had used my introductory massage at a massage in June so I had to pay full price today. Excuse me...first off when did a 60 minute massage become $130 at Massage envy and this policy was never explained to my girlfriend who thought she was purchasing a full price massage for me. She was so embarrassed when I told her because she said when she purchased she asked for a gift card for a 60 massage and there was no conversation about member or non member pricing. I used to be an Are used to be a member several years ago and dropped my membership for all the red tape that they have and the inability to book a massage because of a lack of availability time slots. This place is a rip off and I wont be back even though Karen was phenomenal! I will make sure all my friends know not to buy Christmas gift card from this or any other location because its not a gift of you have to pay more than the gift card cost. After leaving a well deserved tip and paying an extra $55 I spent more than my friend who thought she had given me a gift.

I would have given zero stars if it was an option. I decided to join from my first experience but it’s been a nightmare ever since. I saw a charge on my account for a missed appointment. They had never sent a reminder email or text. The girl I spoke to on the phone argued with me that they did only to discover they had my number wrong in their system. The second time I went for a massage it was horrible. The fire alarm was going off for 5 minutes during my massage. Now I am use to evacuating during an experience like that but my therapist said it was ok and kept working. Not relaxing at all and my therapist did not listen to my request for pressure or adjustments. I called to have my membership canceled and was told I had to make additional payments for my membership for 12 months before I can cancel. Nobody told me this when I signed me and my wife up for a membership. Do NOT patronize this business. It is truly the worst experience in my life with customer service. It’s been weeks and I am still waiting for a manager to contact me. I want both memberships canceled immediately.

At first getting a membership was ok (pre-covid) but since then its nearly impossible to get a massage without booking a month in advance (even then you typically cant find one) and like everything else they keep raising the monthly prices. Im only giving 2 stars because Ive had a good experience getting a chemical peel. Now, I call to cancel and am told that I cant cancel my own membership until Nov. - thats 6 days away and seems not only ridiculous but maybe illegal? What if my membership renews at the end of the month and I dont want to get charged for another month where I cant use it? Theyre set up to take your money when they cant provide services to you, dont waste your time with a membership.

I should have believed the other poor reviews before going to the Brier Creek location. I have been a member for over 10 years, and I received the worst massage by therapist R. that I have ever received. This woman hurt my neck and I was literally in pain when I left. I tried for over 3 weeks to contact a manager and ask that my hour and a half massage be returned. At first, I was told that it would be put back on my account; however, when I spoke with manager S. today she told me that the best she could do was to offer me some enhancements. The VA Beach is my home location and either I will have my hour and a half refunded or I will cancel my membership. I pay monthly and have ample massages on my account; however, the massage I received from this location was horrible and I will not waste my hour and a half. I’m reporting this incident everywhere I can. The pandemic has given businesses license to just be horribly rude to customers.

It’s easier to get an audience with the Pope than to book an appointment here…not that’ll actually hold it (“and that’s really the most important part of the reservation. The holding. Anybody can just take them.”). The business model seems to be getting customers to pay for as many unusable months as they’ll tolerate before finally canceling in overwhelming frustration. Run. Save your money and sanity. Seriously. This place is terrible. You’d get better customer service from a do-it-yourself dental office.

Thank you to Ms Victoria who scheduled me for this wonderful massage that I got from Ms Angela I walk out there feeling great. They were professional and very caring. Thank you 😊 Ms.Angela!!! I’ll be back soon..

I scheduled a 90-minute massage on 8/22/22 for relaxation. The first 30 minutes went very well. It fell apart after that. My therapist was great! It was the aesthetician and her client in the neighboring room and management that made my visit extremely unsatisfactory. The neighboring room was divided by an accordion partition wall (not a solid wall) which I knew could pose a problem but was hopeful no issues would arise. 30 minutes into my session, an aesthetician and her client entered the neighboring room and they NEVER stopped talking. I get a conversation is needed but it was not all about getting it facial, nor was it done quietly. I heard the entire conversation which turned into a personal conversation because they realized they know some of the same people. This went on for about 7-8 minutes Im guessing before I said something to my therapist who stated that I was not the first client to complain about this. After a few more minutes I asked if she would knock on the door and ask the aesthetician to please lower her voice. It sounded like they were in our room and there was no wall in between. Instead, my therapist asked management to say something to her and I was appreciative of her efforts to help restore a relaxing massage. When she returned to my room I turned the white noise app on my phone (why would a client even have to consider doing this????). Another 5-10 minutes went by and the conversation level had not gotten any less or quieter. So I called the front desk and talked to Jasmine, shift manager, while lying on the table. Jasmine said that a note was placed under the aestheticians door and I replied, she clearly hasnt seen it. Jasmine said she could not knock on her door because she could not disturb the session. I replied, but my session can be disturbed and its ok. After a few more minutes, I could no longer take it. I was furious!! What was supposed to be a relaxing massage turned into what felt like break room conversation occurring in my room and management was okay with this. I got dressed and one hour had lapsed. Remember, I was there for a 90-minute massage. Once I got to the front desk I spoke with Jasmine and Jennifer, a district or corporate manager. They knew I was upset. I stated I would pay for the first 30 minutes as that was satisfactory (yes, I was willing to compromise) but I asked for credit for the disturbed 30 minutes and the 30 minutes that was unused. I was told I would be charged for one hour because that is how the therapists get paid and they had to treat the session as if I was cancelling it. I DID NOT CANCEL!!!!! The loud breakroom like conversation cancelled my session. I asked for a credit for a future visit which seemed totally reasonable to me. NOPE!!! That was NOT provided either. I was told I get could a free enhancement my next visit (which averages around $15-$20). OH MY GOSH!!! Seriously! A free enhancement? I never buy an enhancement so providing this as my token was a slap in my face. By the way, year-end 2021 Massage Envy had a gross profit of $80,199,048 and Jennifer is more worried about making sure she gets her money for 60 minutes than my customer satisfaction. I have been a member for many years and NEVER have I once thought about walking out!!! Lastly, I asked if an aesthetician needs to talk during the entire facial then why is she placed in a room that does not have four solid walls. Jennifer said, because thats the room the aesthetician likes to be in. Really!?!? Come on management! Think this through! Your customers satisfaction should truly matter but it did NOT today!!!!!!!! And for the record, I did tip my therapist for the full 90-minute session because this was not her fault! I did my part but management was truly unwilling to do theirs!!!! I have emailed the franchise owner twice now without a reply. Pathetic!

I just moved to the area. Made my very first appointment with this location yesterday afternoon. Unfortunately I broke my tooth last night, and have to get it fixed. I can barely talk because I’m in so much pain, but I called ME Brier Creek to reschedule. They told me that they will ‘charge me 50% because I’m cancelling same day.’ I explained that I haven’t even had the appointment for 24 hours, and this is a legit emergency. They wouldn’t budge. Absolutely horrible customer service and lack of empathy.

It is rare that I leave a review but I think this deserves a moment of time. I had gotten a membership because I figured it would be worth the money. Unfortunately I have had nothing but issues with this company. I have paid monthly for over 18 credits to my account that will go unused. Never a masseuse available for desired pressure. I have tried to cancel twice. It seems like they have the system set up to where you (the client) will always come out of pocket even when trying to detach. If you are looking for a business please save yourself the trouble. As you can see I am not the first with this issue and probably won’t be the last. Terrible communication. Oh and I’m if I am successful at separating from the company. I only have 60 days to use said credits. Icing on the cake.

BEWARE!!!! Massage was great BUT I went in thinking I was going to pay $80 and then saw my card was charged $130! Not once was I shown that I was not getting the introductory rate when they were trying to sell me a membership. This is bad business and a Bait and Switch tactic. Never again will I go to a Message Envy!

My first time at this Massage Envy and will never go back! My 60 min massage was garbage and o was fully dressed and sitting waiting for my facial after 43 minutes. The facial, which was supposed to be just a basic facial turned into a Micro-something which I didn’t ask for and some freaking aging light which i did agree to because she said “ oh it will cost you nothing out of pocket”. But didn’t tell me it was going to take FOUR of my credits. She kept bragging about being the top sales person! If that’s how she does it, shame on her! The only reason I gave a TWO STARS is because that facial was amazing! But, I WOULD NOT have given up FOUR of my credits for it!!!!! Ohhh and when I called after I saw my emailed bill, I got “oh, that’s what they mean when they say, nothing out of pocket”. But she STILL didn’t explain that would take so many of my CREDITS! Make it make sense! You don’t let the customer know these things to make sure they are ok with losing FOUR CREDITS!

You make appointments on the app and they tell you you are not on the books when you go; you show a screenshot of the booking and they do not care. They offer times that do not work but charge your credit card anyways. They have you on a 1-year contract and do not care whatsoever. This is a SCAM, stay away.

Every time I call this location I am amazed by the level of incompetence of the associates- the massages I’ve had here are fine. But having to deal with the front desk staff has negated any of the relaxation of getting a massage at this location - if I could leave negative stars I absolutely would. I understand that mothers day is a high volume time, but it shouldn’t take 6 calls and 3 voice messages to transfer one massage session…

Massage therapists are good, but the front staff and/or computer system they use is completely incompetent. They have double booked me multiple times, I have shown up to have a appointments just not appear in their system even though I made them in person. They never send me text or email confirmations or reminders even though their system says they do. For a place is supposed to be all about relaxation, they are ridiculously stress-inducing.

Ive about had it with Massage Envy. I used to be a long time member. There are extenuating circumstances to this latest debacle, but the long and short of it is that I made a reservation and paid for a 90min massage for my daughter. I even gave her cash for a tip. Turns out that my daughters 90min massage was 65 mins long and hence the tip turned out to be appr 30% of what a 60 min massage would cost. The point is that I called up to politely complain and get explanation and partial modest refund, and customer service would not budge. I mean unbelievable. Their numerous rules and regulations and ridiculous signing in protocols are what had me leave in the first place. I should have known better.

I booked a facial with Amber, and it was absolutely amazing! I went in with my own expectations, and let me tell you, she exceeded them!! Amber was very, very professional, informative, and thorough! For that, I’m thankful! Not once did she rush to provide her service. She explained everything she was doing along the way ~ thankfully! My face looks soooo, so healthy & moisturized. I absolutely love it! Needless to say, I’ve already booked my next two appointments with her. If you don’t want to take my word for it, just go book with her and see for yourself! You won’t regret it & your face will surely thank you! Thanks, Amber!!

I had a session with Angela Francis. She is a delightful lady. She has the sweetest personality. She is very attentive and caring.I will continue to do business with Ms. Angela. I recommend to everyone.

Horrible management. Continued to charge my account after canceling and never returned my phone calls.

I went into ME and made an appointment for my spouse on Tuesday. It was over 7 people at the counter doing nothing. After waiting for 8 minutes for someone to help me. I asked if they had availability for Thursday evening around 7pm for my spouse. Young lady said they could do 6 pm for May 5th. Young lady took my credit card to hold the appointment. Spouse arrive at 5:53pm for 6pm. They claimed they had no appointment set up for us. I physically walked in to make the appointment. They made no attempt to help or Rectify the problem… Horrible customer. Will never do business with them again!

I had to cancel my appointment that us scheduled for tomorrow at 2pm due to having covid. I called this morning at 10:10 and left a message and asked for a call back so that they received my message and I wont be charged for not going. I called again around 3:10 and left another message, requesting a call back. I tried to call again after 5, but would have again left another message. Front desk is not very responsible.

I made an appointment for my husband and the person who was going to give the massage left (dont work there anymore) and nobody contacted him to reschedule with another person until he showed up and found that out.

I had a massage scheduled today for my birthday. I scheduled this massage two weeks ago as a gift to myself for my birthday. Well, I call to confirm my time, and they tell me the masseuse quit, so my appointment was cancelled, and there was no other availability. They said they called, but absolutely bo voicemail was provided to let me know. Extremely poor communication on their part for sure. They also could have emailed me but didn’t. I am so disappointed that I can’t get a massage for my birthday. Everywhere else is booked. Very upset

Ive been a member since 2007 and Im in the process of cancelling. Its gotten to the point where its virtually impossible to book a session (and when you do, they often get cancelled). Not sure if they cant find enough therapists or have too many members (or both), but I now have 16 unused sessions and I cant seem to book them, particularly since I dont want to go in the middle of the workday. My session this morning was cancelled 13 minutes before it started (sick therapist, it happens). Next time offered to me was at 2:00, three weeks from today.

At this point, I feel like this place is playing games with me. I’ve been calling trying to get in contact with a manager since July. I want to cancel my membership. I have more than 15 credits. That’s like 1 year and 3 months worth of credits. I finally received the paperwork on the 3rd of August to cancel, so I filled it out and returned it on the same day and guess what? Still nothing!!!

For Massage Envy to claim to provide stress free environment, my experience with this location has been the complete opposite. Whatever you do, DO NOT get a membership here. The company is extremely disjointed and there is zero synchronization across systems which makes everything a headache. Not only can you not book appointments online under your paid account, their employees are rude and frequently short whenever you have to deal with them. I would expect the quality of the massage services to make up for the poor customer service but, they are equally subpar. Do yourself a favor and spend your money elsewhere.

Seems like this place is operating without management. The massage therapists and front desk is kind and as helpful as they can be but communication from a manager is non-existent. Ive been waiting for a callback, response to email and a refund since 7/5. I was told by phone that the manager, Jen would provide a refund as soon as she got to work - never happened! Lack of communication is a serious problem. In addition, Im charged for the monthly program but NEVER signed a contract - no one is responding to my email or helping resolve and thus Im brought to google for a review in the hopes of getting some response from somebody :(

I have been to this location more than once, and the actual person that does my massage does a great job! However, it had been months before my last visit and I looked online to confirm their price for a 90 min massage before scheduling my appointment. To my surprise, once my massage was over, the cashier price was 150$ verses the quote I read online. I then asked her when did their prices change, because I just looked online for pricing before booking my appointment last week? She then replied, those were membership prices online! I explained to her that I was recently here and got the price for both member and non-member prices, and they still didnt match her new price! She in turn told methats because you hadnt been here for awhile, so you were charged new member fee. My response was Im not a new member! I paid, but really thought about only paying what I intended to for my massage, but that will be the last time I book an appointment with them ever! Then she had the nerve to ask if I wanted to leave a Tip???? Yes, several! I decided to bite my tongue, not share them, and leave. I had already been gotten for a extra 50$, and she really thought I was tipping? Lol One expensive as massage!

Retention of therapists is a problem at this location. Scheduling is a pain. On top of it all, they have charged me without authorization and refuse to give me a refund. I have called numerous times and there is never a manager on duty or there is no manager at all, depending on who you speak with. Avoid this location and try others… or better yet, avoid Massage Envy altogether.

Very Disappointing! Not sure but I think this is the same owner of the ME in Cary.First, I off I want to mention I’ve had an ME membership for almost a year. I started off in Chapel Hill. I was very please with the services there and because of my experiences I had my husband sign up for a membership.Since moving to Raleigh in July, I started out at Cary. Appointments I had scheduled well in advance were changed at the last minute or canceled without notice. I have had a different Massage Therapist each visit. The front desk girls are wonderful in trying to rectify the lapses in services with no support from the managers or owners of locations.Thought I would give Brier Creek ME a chance. OMGOSH. Scheduled an appointment on Monday for a facial with massage for my birthday. I received a call Tuesday, Wednesday and again on Thursday with changes to services requested. I was rushed in and out of appointment. Ended up with No facial and the Massage was more like a Swedish than a deep tissue.I don’t recommend either locations based on the professionalism of the owner and the managers. I’ve tried on several occasions to contact both with no success in addressing concerns.I commend the Massage Therapists in the work they do but these two ME franchise doesn’t support them or their customers.

Horrible front desk service. I came in for my appointment that I scheduled online several days earlier and was told I did not have an appointment. First I was told I should have recieved a call for my confirmation, then I was told I should have recieved 2 (not the 1 confirmation email I did recieve). She offered no apology nor did she offer to schedule me a new appointment. She just stared at me for a few seconds until I walked out. My husband and I will not be returning to this location. I was really looking forward to this massage and now Im incredibly disappointed. We will also no longer buy gift certificates for here.

Im a regular customer and never had issues until this last month. The woman at the front are rude one girl name Jasmine kept hanging up on me. I called to schedule an appointment and for two days no one picked up. I finally got someone on the phone today and she was rude and never answered my questions and put me on an extended hold when I asked her her name and never e r came back yo the phone. I will no longer be going to this location and I live close by.

Wonderful service as far as massage therapists and front desk staff. Horrible trying to get out of the contract. I was told a bunch of lies. Had to get a doctors note. Even though concerns of catching COVID-19 during a pandemic wasnt acceptable. I also have comorbidities. I was told I had to have my doctor revise the letter several times as what he wrote was unacceptable. Once the last letter was accepted, I was called and told that it wouldnt be because I wasnt a patient at the office of the doctor Id been seeing for over 10 years. Im still going through issues with this company and I havent been to them since February 2020. They suspended my services for a while, but now drafted my account this month. A bunch of crooks!! I have three other friends having the same problem with this company!! I will NEVER use Massage Envy again!!!!

Sonya did an amazing massage! Extremely professional and tailors the pressure according to your needs. The front desk desk was welcoming and courteous. Highly recommended location in the RDU area.Eli was very professional and his pressure was perfect for my massage. I thoroughly enjoyed my massage and would recommend him to anyone.Eli asked a few background questions and didnt waste valuable session time. He was wonderful!

Fiance purchased a gift card over the phone from Brier Creek and when I went in to redeem the gift card at the SouthPoint Massage Envy, they had no records of him purchasing the gift card; which forced me to pay for my own massage. After two months of calling both locations, this matter has yet to be resolved. This is even after he showed proof (receipts) and damn near bank statements, both locations are still giving us the run around. We both have spoke to various managers at both locations and neither one wants to take responsibility for their error! I will never go back to Massage Envy!

I usually ask for an enhanced therapy session but Brandy Allen does such an amazing job that I do not have to request for this service. Her massages are the best that Ive encountered at this location and Ive been to quite a few masseuses.However, some of the service desk associates need to be more aware and more attentive to the customers that they are on the phone with or servicing. I have had at minimum three situations where I have been overcharged or given incorrect information. The WORST of these encounters was a lady at the front desk named Tina who argued with me about how long I had been a member and tried to say I was under contract when I wasnt and havent been for quite some time.

It was my first time getting a massage, and I thoroughly enjoyed it. They were very patient with me and answered all my questions.

I was charged $55 for a no show even though I called and cancelled. Did not receive a disclaimer at all when I originally made the appointment . The lady told me when I called that you will be charged for same day cancellation . A disclaimer would be nice when someone makes the appointment at first.

Im looking at the reviews and see this location is good for canceling appointments. Horrible customer service. I booked weeks in advanced for my wifes bday, and just days before the actual date, they cancel bc the masseuse scheduled is taking vacation. I DO NOT recommend.

Very happy with an intro priced massage by Quinchelle. She was very professional, pleasant, and provided an amazing massage. Wasnt expecting such a great massage from a franchise, but was pleasantly surprised. Hubby also had a massage with another therapist and was equally happy. We are returning in 3 weeks!

We have had positive experiences at Massage Envy in Brier Creek. I do wish they would start taking couples massages again though.

Great fried flounder, oysters and shrimp. The Cole slaw is delicious. Also the Blue Moon tropical drink is so good! I would have given 5 stars however our potatoes came served cold. I recommend giving it a try!

Was told my credit card was expired. It was not. Tried canceling my membership but it was “suspended” because my supposed expired credit card “wasn’t charged”. I WAS charged even though I submitted my cancellation request form TWICE. Was told someone would call me to discuss THREE TIMES. Was I called? No. Is my credit card continuing to be charged? Yes. Not acceptable.

I had 20 unused massages that this location lost record of. They basically stole $1, 000 of my money. Contacting them was close to impossible. On several occasion I was contacted to say my form of payment was not good but I have used it effectively for everything else.

John is amazing! 6 months ago when I first started going to this location, I had so many knots and was so stressed. After regularly seeing John, my knots have disappeared and I am way less stressed. Hes truly helped my quality of life. He is very knowledgeable and compassionate; he also gives tips and techniques after the session to help you in between sessions. I would strongly recommend him if you plan on visiting this location.

Hard to get scheduled through the website. After calling, I was scheduled for a massage 30 minutes prior to the time the therapist was set to show up for work. Due to my work schedule I had to leave. Waiting to hear from management about crediting my account.

I love visiting Massage Envy of Brier Creek every week. The staff is very personable and friendly. They make each customer feel like they are VIP. The therapists are all very skilled. They listen to your needs and adapt a customizable massage each time. I give them 5 stars! Kristine N, Raleigh NC

My boyfriend got me a gift card to Massage Envy back in 2015 for Valentines Day. I enjoyed it so much we added me on for my own monthly package. The office staff here is amazing, always knowing me by name and my preferences. I only see Jared, because he is amazing!

I had Mario and after a few times of me leaving him a nip well he stop doin me because I wasn’t giving him the kinda tip he wanted so as for that I will canceling my membership when contract is over, u should be thankful what tip I do leave!!

Went there today. Joslyn was great. She listened to me, and paid attention to all my sore spots and adjusted the pressure so I was not in pain. Can not wait for my next appointment with her next month. Gotta see her!!!Thank you for wonderful massage!!!!

In July 2013 I went to this massage envy for a 60 minute massage. During this massage the therapist, Jessica McMillian hyper extended my wrist thus dislocating my hand from my wrist. I have been under the care of several doctors and therapists since that time. To this day I still have a hard time using my left hand. I tried to get a lawyer to file charges against this location but now due to some new legislation you as the customer no longer have the power to sew any business organization in the state if North Carolina.If you decide to go to any Massage Envy for a massage go at your own risk. Most therapists are extremely over worked and under paid well below the standards of the average massage therapists. For this reason they have therapists that are not properly trained and hurt customers like myself in many cases. Please read this review before going to any Massage Envy. Enter at your own risk. Thank you.

My esthetician, Amber Simon is the BEST! After 3 sessions with her and her recommendations for skincare products, Im starting to see major improvement! I highly recommend Amber to anyone having acne and discoloration issues. Thanks Amber! ❤️

DONT DO CONTRACTS WITH MASSAGE ENVY. I explained that I was laid off due to covid-19 and unemployed. Request my account be suspended and cancel . They drafted my account twice. Even after I signed a suspended form. Manager was rude also. Briers Creek location. Terrible customer service.

I scheduled an appointment for two services with two people and when I showed up there was only one appointment booked for one person, they did not take responsibility or apologize. They have poor customer service and their employees are horrible. I vowed to never go to Massage Envy again after their poor customer service!!

AJ is very good at her job; friendly and professional. I felt great after!

I had my first facial at this location a few weeks ago. I enjoyed the atmosphere and the facial. My only complaint would be that the products that were used on my face had a bit of an unnatural smell. I wish they carried more options to utilize during facials.

This place is horrible. their manager is not helpful and is rude. the staff are terrible at their jobs and do not care that they are. there were roaches in the room, the ac was barely running, it had a horrible smell and when i asked for oil they denied it. do not book here, they don’t care about you, your experience, or your relaxation as they have only caused stress.

Absolutely unacceptable, twice in a row now have they cancelled my appointment literally 5 minutes before its supposed to start.dont waste your time or money here.I would give it zero if I could

Absolutely loved Ms. Helen who gave me the best massage and made me laugh a ton. Cant wait to go back for my monthly!

The staff is really nice. The massages from my experience have been a bit and miss. My last therapist has been great!

I am VERY particular about my massages. I like DEEP tissue. Im not trying to pay someone $80 to rub my lotion in for me on my back. This particular location has quite a few very good therapists. I am impressed.

Horrible experience. No couples booking terrible. They stole my credits. Not governed by better business bureau. Rated an F

Bought the membership had unused massages and they didnt honor it. I dont care if its 6 months or 6 years if they are still in business and you bought and paid for the service and did not use it then basically they stole money from you as you didnt get the service you paid for. I did message you ... no response.

Donnie at Massage Envy- Briercreek does a fabulous job. He is very professional and very experienced therapist. Ive been a customer for 3 years. The reps are all nice. My favorite is Dasia.

Good service, some techs wete kind and served me well but other refused to provide service. It was my 1st time and no open introduce all the services provided. I spent $104.00 and I should have received better transitions from one service to another.

I like to tip at my own discretion, I do not like to be asked if I am a tippy girl or cash girl. I also got tired of being pushed into a contract with them.

Called twice with no answer sitting in front of their spa. I walk in it’s not busy. 2 girls sitting at reception desk laughing, who knows why they aren’t answering the phone to provide customers with service. Also, a therapist sitting in the lobby on the iPad. I’m from out of town and I just wanted to know if there were any openings

The place is clean and some of the staff is friendly. Dont get a membership unless you never plan on canceling it, Its not easy. I asked and read everything before becoming a member, but important things are left out.

A great massage place with decently priced memberships and very sweet and good massage therapists. Amanda has been my girl the past couple times and she is fantastic!

If I could give negative stars I would. Management is the WORST

The person i had that day used soooo much oil during my massage. I felt so gross afterwards. Also he must have seasonal allergies and i heard him sniffle my entire massage... eww... gross!

The owner is okay with letting employees keeping their children in vehicles with no A/C & windows closed!!!!! It’s 90 degrees outside & absolutely not okay. Do not recommend!!!!!!

AJ was awesome!! Best facial I ever had….very relaxing. I highly recommend her!!

Called and left message; Massage Envy never returned my call. Have had similar experiences with other ME locations, unfortunately.

Love this massage envy! Eli is my go to for a deep massage, it hurts the good way! I leave a massage with him, with no tension. Job always well done!

Only my second time getting a massage. Jared was excellent !!...made me feel really comfortable. I will definitely be back. Jared ! Jared ! Jared !!!!!

Mario was excellent and gave me one of the best massages ever

Really bad customer service. showed up for an appointment. didnt tell me the therapist didnt show up for work till 10 mins into my appt. dont care about customers.

Awesome place to get a massage. Very friendly staff and great service!

Miss Angela fixed exactly what I needed in my back. Went in with a sore back and left feeling great!

I booked an appointment online was confirmed and I arrived and was told the appointment had been taken by someone else. Came out in a pandemic for no reason at all.

I called to make an appointment and specified I was flexible on days and times. I was told sorry, we are busy and dont have any openings and that was that.

Massage from Mario was great. Front desk staff seemed disorganized.

This place is terrible! They always mess something up and have horrible staff. Too bad Im stuck because of the one year membership I have - cant wait to be done. Waste of money.

I love the firm, deep tissue massages I can get here, as well as the facials.

The service was great! Britney was outstanding! I highly recommend her & I will definitely go back!

The hour full body massage is every bit worth the price. Overall outstanding performance

Amanda was amazing, just the right amount of pressure and she focused on my tight neck and shoulders.

Was a long time customer. And some of there policies have changed. Can see why they are being sued. Hope the company as a whole goes under!

Staff was friendly and helpful. Boyfriend said they did great in his muscles

Daisha was fantastic helping me today!!!! Will be back soon!!! Thanks Daisha and Massage Envy Brier Creek!

If you want the best massage in Raleigh see Angela at massage envy.

Latoya was ammmmmaaazzzing! First time coming to this particular location, I will be back very soon

Always relaxed when I leave here. They take the time to listen to my current concerns.

So relaxing. I would go every week if l could afford it.

Friendly staff at front desk, massage therapist and also esthetician.

I love my therapists here, I am a retired one and am very picky!

Brooke was absolutely wonderful doing my facial!

EJ is a great asset to your company.

I love this place everyone is so nice and respectful !!!

Way overpriced. Visited once to tan and they charged $30

Great massages/services offered....great pricing

Worst communication at a location. SAVE YOUR MONEY and do not go to this location.

Scam, aggressive team and poor management.

They charge you for an hour and give you 40 minutes.

Great place to relax. Good price for the ambiance

The therapists never start their sessions on time.

Find the right masseuse for you and its a fantastic experience.

Awesome! So awesome I joined the monthly program!

Great personalized massages at a good price.

My favorite location

Not a fan of bad massages.

Great job feel so good

My favorite person is Angela

I appreciate Shannon skills

The best

I dont feel as much envy

Oooooh lord does it work

Just got a gift cert

Awesome!

Overpriced, under experienced.

My wife likes it

Great vacation place

Ok, not great

Magnificent establishment.

Rose is awesome

I am envious

She loves it

Wasnt there.

Beautiful location