Massage Envy

Only giving two stars because I did receive good service from the massage therapist. Her name was Brandy and she did a great job. However, massage envy has become very corporate and sales driven. Years ago, I had a membership to massage envy because Im a dental hygienist and I regularly have tension in my neck and my back. I ended up canceling my membership after having children because it became too much to try and get in every month. Recently, Ive had a lot of tension in my neck and wanted to get in for a quick massage. I was trying to book online, but the website was being very slow to load. Since I was already near this location, I stopped in to book it in person. No one informed me ahead of time that theres a $50 price difference when you book it in person versus online. It wasnt until after I had their massage and was checking out that I was told it was $50 more. And when I questioned it, the lady made it sound like it was more because I didnt have a membership. After the massage, they brought me into a room to try to sell me the membership. In the past, I remember them offering a membership, but not being so pushy about it. I understand this is a business and they have to make money, I just wish it didnt feel like a bait and switch.

They never answer the phone. I wanted to freeze my account because I am working out of town for several months. They didn’t return my call until the payment didn’t go through because I didn’t want it taken out this month. I wanted to FREEZE the account! I am going to cancel my account t and forfeit 4 credits just so I don’t have to deal with this anymore. But of course, I’ll have to pay for one more month before they will cancel the account. So I guess I’ll be forfeiting 5 credits ($400). Pretty clever to not answer the phone until the due date of the next payment.

I visited ME in Raleigh from Virginia. I had THEE best massage ever there! Chris made my sciatic pain disappear completely for days! Ask for Chris. You wont be disappointed!!

The only reason Im giving 2 stars is because I want to give some credit to the masseuse. She did a pretty good job. However, the front desk staff is less than pleasant... even the manager I spoke with had an attitude about me canceling my membership. When I first called I was given completely false information about the terms and conditions of the contract. It wasnt until I asked for a copy sent to my email that all of a sudden I was given correct information. Still havent gotten the form to sign to cancel my membership, even though I sent the necessary documentation 5 days ago. The few times Ive been, no one greeted me as I walked in. Terrible customer service seems to be a pattern in the reviews... but is anyone doing anything about it?

I was quickly reminded today why I stopped visiting this location in particular and why I stopped with this company after several years. The overselling is too much especially when youre just trying to relax and the price for the mediocre massage is way too much. Especially when the price online was different from what my card was charged, but I wont make that mistake of giving them my business anymore. I guess I should have looked at the reviews beforehand because it looks like this is a pattern for them to not be professional, to overcharge, and not even provide great experience which is the whole point of going.

Skip this location and stay away from that Rapid Tension Massage Gun treatment because they don’t know what they are doing and don’t adequately prepare you for the pain you can experience later as a result!

This was my first time getting a massage and it was meant to relieve stress, instead it increased my stress level through the general incompetence and apathy of the front desk staff. They would not take my gift card because they said it was expired, yet the gift card said on the back that it has no expiration date. The people at the desk made 0 effort to resolve this and told me Id have to contact the location where it was bought from in order to fix it myself. I did not have time to deal with that as I was about to start a cross country move and I simply paid on my discover, and my visa, for the 2 appointments. I was forced to give my visa to pay for my wifes appointment for some reason because the receptionist didntput both appointments on my credit card for some reason. My mother in law who gave us the gift card attempted to resolve this later, only to have even more problems with them charging my card after she already had the original transaction voided and paid the remaining balance. I reported this to my credit card company and they will fix it at this point because Im done communicating with this company in any capacity.

Called to schedule an appointment because I was using a gift card and this was the closest location. Online the price for an hour massage was $80, the receptionist quoted me $130. I called the next closest one and they quoted me with the $80 online amount. Not sure why this location charges so much more, but there are plenty locations around you can just call one of the other locations and get the same service for cheaper.

It was not what I expected, I left with the same or worse neck pain, it did not seem friendly at all, since I went with a gift card and even so they charged my debit card, which I did not understand, since My gift still had money. But hey, they didnt earn my admiration.

Been seeing Savannah for facials over the last three months and my skin has improved so much! If your looking into facials to improve your skin, remember it’s a marathon not a sprint, but Savannah will have your back through it. All of the employees are so kind and a joy to be around

They are difficult to work with. I tried to cancel my membership for three months and they kept charging my card. I filled out the necessary paperwork, talk to numerous people on the phone and in person and they are still charging my card. The services were inconsistent depending on who you used. The person I liked had left. I dont want to go back to them.

I have nothing but trouble. This is the second time I have shown up and my appointment was cancelled. For all Massage Envy, if you can notify us that an appointment was booked by email, you should be able to let us know when you cancel one by email. Not everyone has time to check voicemail. Nor if your phone is unable to receive calls are you notified of voicemail. Going to start with another Massage Envy as this has gone donwhill in teh past year.

I signed up for a year long membership and I regret it within my first month. I was told I could gift massages to others, and I had a massage I couldn’t attend, so I attempted to gift the massage to my husband. I was told no and they charged me half price for the massage despite me sending someone for the massage. Massage Envy stole from me and the 2 people from customer service dismissed my complaint. Unfortunately it’s difficult to get out of the memberships so learn from my mistake.

Didn’t have a great experience first time but gave it a second try. Booked a massage and stretch about a month in advance. The stretch was just my arms and legs being picked up and set down gently without much traction. Really didn’t feel like a stretch at all. Therapist didn’t ask for any feedback at all on the stretches or pressure. I had a massage booked for after, but someone at front desk cancelled it and booked someone else. Okay mistakes happen, they were able to call the other person so I could still get the massage. I booked 1 month in advance for a deep tissue massage online, but even though the website said this therapist does deep tissue upon meeting her she says she cannot do deep tissue due to health limitations which are not recent. She says she’s been trying to get the online system corrected. Either way, I left without a massage, and now to go home and stretch and massage on my own. I’m frustrated with this location, won’t be going back.

I had a massage booked with Chris. It was my first session with him I usually go to another location. I chose a man thinking he would be able to add a little bit more pressure. He greeted me 5 mins past my appt time. He was massaging my back and I assumed just putting pressure on a knot to help it out but each time he did that he would hold for extra long, his breathing was getting heavy and I felt him leaning in towards me, he was sitting but then I would feel him jump and catch himself like he was falling asleep. There were many instances of this. I think he took more 5 minute naps than giving me a massage. He missed an entire side of my back. It was probably the worst massage I’ve had and I’ve had A LOT of massages. I informed the lady at the front that he was falling asleep during my session and she said he was one of their best therapist and that he’s been picking up extra shifts so he’s probably tired. In my head I’m thinking I completely understand trying to pick up shifts the world is expensive but it’s completely inappropriate for him to be falling asslep. She asked if I still wanted to leave a tip I did say yes because he tried for atleast 10 mins of the session. I do feel as though I should be refunded for the session. I called back to speak to a manager but she is out with Covid and the asst manager answered the phone and sounded like the lady I spoke to already that would “talk to him”. Overall bad experience.

I just had the most amazing experience with Clinton at the Falls/Durant location. He hit every problem area. If you need some trigger points hit, just let him know. I was in so much pain (sciatic nerve) that I could hardly sleep the past few nights. I have no doubt that I will sleep like a baby. Returning next week for another session.Three years after my first review, I am back to say Clinton is still amazing. His “deep” tissue massage is deeper than any deep tissue I have ever had.The front desk was great too!

I only gave them 1 star because they didn’t have an option for zero. Please don’t get the membership like I did. You will not be able to get out of your contract. By far they have the worst customer service ever and extremely unprofessional. The manager has a nasty attitude and is extremely nonchalant when you express concerns. The massage therapist will talk to you about their personal problems and religious views instead of doing their job even after you tell them you prefer no talking mind you they are taking pauses while talking instead of giving a massage. Please don’t waste your money or your time. You will regret it! It was very stressful dealing with them!

This has by far been the worst experience that I have ever had with a company. The customer service is absolutely awful. I would not recommend going into contract with them to anyone. The terms of the contract and options to cancel are not explained when initially enrolling and if you attempt to cancel you get nice nasty customer service. I have paid $280.00 at this point and only received one service. I desperately want to terminate this relationship entirely due to countless negative experiences. Please think 3 times before going forward with enrolling into their membership, it is easier getting out of fa timeshare.

I did not expect my favorite person Dominique not to be there. I’m shocked by this because she was a sweet person. I was under the impression that she was a manager or assistant so to see her and the other manager gone is surprising.. hope they do well because I won’t be back.

Massages were wonderful. Attempted to get out of the contract or transfer contract to a location in Arizona. After 18 months I got nowhere! Was charged during 18 months time without having one massage! Showed proof I was living in Arizona with drivers license, insurance, new job pay stubs-to no avail. Waste of time and money!

Terrible experience!! Don’t waste your time or your money. Worst “massage” I’ve ever had— the massage therapist said he had injuries to his hands and couldn’t even do the massage. A 90 minute appointment turned into a complete waste of time. I’m sorry the massage therapist has injuries but they should have never booked a 90 minute massage with someone who can’t do a 5 minute massage. We literally just stopped the appointment after 20 minutes of his lame attempt at a massage when he finally just openly acknowledged he wasn’t able to do it. Very negative experience. Would not recommend and will not be back.

I signed up for a membership and had several issues with them. There were inconsistencies in what one rep would tell me compared to another rep. I decided to cancel my membership and nobody told me that I had 60 days to use the remaining service I had on my account or else it would expire. I called to book an appointment and the girl told me that it expired in January. Well it is only a few days into February so you’re telling me that there is no grace period? Her explanation was that I signed off on it when I signed up. How in the world am I supposed to remember something like that from well over a year ago? The rep should have told me the last time I went that I had until a certain day to use my last service or else I would lose it. They are so unprofessional and really does not care about the client as a whole, all they care about is money. I will never go back here and will go somewhere else and spend my hard earned money.

I joined Massage Envy in January of this year as a treat to myself! Of course, COVID hit so everything was shut down for a while. The communications in regards to keeping my account active and keeping me posted throughout this pandemic has been incredible. I’m so happy that they are back open and I am able to use the services (SAFELY!) again. Everything is clean and everyone is adhering to safety protocols / policies. Thank you for caring for your clients! I have used a few different massage therapists, but Shana is the best! She is very polite, friendly, and does a fantastic job. I leave there feeling refreshed and good as new! Keep up the great work Massage Envy!

My first time at Massage Envy. The deep tissue massage that I received from Chris was amazing! He found the knots and worked them out. The atmosphere was relaxing and the service great.

My session felt rushed. Charlotte was my provider. She didnt even recommend a follow up or anything because she was ready to be done is what it seemed. Although she did great with my massage, she pretty much didnt follow anything on my check in list. She missed the whole part about me needing my feet worked on because they never got touched. Its not like theyre ugly lol I keep a good pedicured set. I still left her a tip but I wouldnt return to this location.

This was the worst experience, and it was the worst massage Ive ever had. I hate to be so blunt, but it really, really was awful. I was 15 minutes early for my appointment, but at just a little after 5, I was greeted in the lobby by a person named Elizabeth who was just apparently arriving and was in a faded red shirt. She looked very unprofessional. She asked ME what we were doing on the way to the room. It was so weird. She didnt ask me if I needed anything or what my background was (like if I needed attention in certain spots like my feet) so I told her I had been having trouble sleeping and had come to try to relax. The massage was the WORST and WEIRDEST of my life. She never really used her finger tips! She just leaned on me with her forearm for everything-- even my upper arms. It was so awkward! I told her I had never had a therapist give me a massage like that before when she was still working on my back. I thought maybe she was just trying to get my back to relax or something. I told her everyone I had ever been to used their hands. She said there was a spot on my back that was fighting her so I let her continue. She asked if I was still comfortable, and I thought that meant she was then going to switch to her hands once she had ironed out that spot, but for ALL of my body except for the bottom of my feet she used her forearm. Maybe there was a moment on my hands she used her own hands, but I never actually felt her massage me with her actual HANDS for almost all of my body. I was SO disappointed. 115$ was my total, and I did not tip which was the first time in my whole life I did not tip someone When she switched spots on my body, she just kinda pushed the sheets over haphazardly, not tucking them in like a proper masseuse does. The massageseemed unorganized and messy. She did not do my lower back, did not even pull the cover all the way back to even get to that area. Honestly, I was disappointed and really upset because I was MUCH tighter from her weird massage than from the stress in my life when I arrived! When I did explain this to the girls at the front desk, they did not apologize or even seem surprised. They just checked me out and said bye. They werent rude, but they did not seem to care a single bit that I had had such a poor experience. I mean I added the aromatherapy and the hydrating boost, and I never smelled the aroma in the session, but I will say I smelled something when she entered. The door opened after I had removed my clothes and gotten on the table and I smelled a smell I thought might have been someone elses aroma from another room. Also, the massage did not last 60 minutes, not even 55. I know this because when I got to my car after changing my clothes, using the restroom, and checking out, my clock said 6:06. Im so disappointed today too because normally the day after a massage Im really loose and relaxed, and my shoulders feel very tight and scrunched if that makes sense. This was a horrible, expensive experience.

I have been to many massage therapists and several Massage Envy locations. At Falls Pointe I was so impressed with their new front desk help. Amber is absolutely wonderful, caring, helpful, and competent. She is the best front desk associate/receptionist Ive ever encountered. She made my day yesterday with her warmth and compassion when I came rushing in late for my appointment! Also, Jason, the therapist I have now seen three times, is simply excellent. He has an intuitive sense for what is needed and where, is extremely knowledgeable about how muscles and systems are connected, and is very open to feedback. I will definitely keep going there to see both Amber and Jason!

Being a former massage therapist in a different state, and having great deal of experience with dealing the public, my last experience confirms that I will not return to this facility. My original appointment had to be moved because of an error regarding services and scheduled time that I had scheduled while in their office, no less. Then once I arrived for my appointment they still did not follow through with whom they scheduled me with, I guess in the hopes I wouldnt notice, because I was not advised prior to my appointment until I questioned it. My massage was performed by a very inexperienced therapist, rubbing oil on someone does not make you a qualified massage therapist. The aesthetician who performed my facial did a good job and was very professional. Management tried to reach out to me, but she too was unprofessional in the way she spoke. At that point I have already experienced enough disappointment that I have already pegged what kind of operation they run.

They Cancelled my appointment on me 5 minutes before the session because the therapist I booked with online is a “female only provider“. However there is no where stating this on the website nor does it block you from being able to schedule the appointment. The lady who called was very unprofessional and the supervisor I spoke to at this location was even worse. I explained to her they should fix their technology to improve this from even being able to be booked but also at the very least should have a better check/balance system in place to Atleast give more than a 5 minutes notice. Poor customer service skills across the board, sounded like she was reading directly off a script!

I’m super picky about what is considered a good massage. I’m 32 weeks pregnant and a hairstylist, so I’ve been having on and off aches and pains for a little while now. I made an appointment this morning and they were able to get me in same day. Shana did an amazing job, and definitely knows what she’s doing and made me feel very comfortable. If you’re pregnant RUN to Shana! My only complaint is it went by too fast! I can already tell a difference in my trouble areas. Will definitely be back a few more times before baby comes.

Very unprofessional from management down to front desk staff. Front desk staff will tell you whatever they have to tell you in order to get you to sign up for their membership package. My wife and I were originally told that we could cancel our membership at any time with no penalty by the front office staff and we liked that. We also liked the fact that you could accumulate credits (1 spa session per month). My wife was a member from January to May and paid roughly $55 per month. In May the card We had on file expired and we didn’t bother to update the credit card information because we didn’t like the service we received to that point. Being that we were told upon signing up that we could cancel any time we thought this would be no problem. In the January to May timeframe my wife only used 1 spa service credit therefore it was our understanding that she should have had 4 unused credits left to use. This past weekend my wife decided that she would go ahead and use a couple of those credits. She called ahead to confirm having these credits and massage envy confirmed that she did in fact have them. At the END of her session they asked her to pay almost $150 for the session that they told her she had credits to cover. Their response was that bc the credit card on file had expired she couldn’t use the credits THAT WE ALREADY PAID FOR!!! I asked them why they didn’t tell us that the day before when my wife checked to see if she had credits or the day of the service when she checked in before getting the massage. They had no good reason other than to say bc she is no longer a member she can’t use any of the unused credits THAT WE ALREADY PAID FOR.I would not recommend this business to anyone and I leave this experience feeling as though their business practices are centered around nickeling and diming their customers. It feels they are willing to say whatever they have to in order to make a couple dollars instead of making sure their customers are taken care of.The Manager, Bridgette, was very unprofessional and from reading past reviews makes a habit of speaking down to customers as if they’re dumb. I had the same experience with her as well. In fact I had to tell her a couple times not to speak to me that way. How much more difficult would it be to be nice and professional to your paying customers?Put the customer first and they’ll be happy to spend their money with you.

Clinton is the only therapist I will use. He can get 5 stars.The other therapists dont seem to have as much knowledge or care. The management sucks, I told them I wanted to cancel contract due to health issues. They agreed but said I had to use up the rest of my massages. They continued to keep charging my card so I had no choice but to continue. Finally after 3 charges on my card that wasnt supposed to happen she apologized and said I will recieved a gift when I come in for my last massage for the inconvenience. There was no gift. Infact nobody had a clue what I was talking about. The two women at desk didnt want to call her cause she was in labor. Where the hell was the replacement for her.

I do not usually leave reviews but this is ridiculous!I initially received an email from Massage Envy because I gave a negative response to their survey after my appointment. It has been 13 days since I first contacted the company and I have still not had ANY response. I gave them a chance to do something before posting reviews and they have completely IGNORED my complaint.No one has responded to my emails in 2 WEEKS!Massage Envy, I will post my full review that I previously emailed to you if you do not respond to me in some way.

High quality Spa.Their massage therapists are professionals and listen to the customer’s needs. The membership is worth it! I have been massaged by Charlotte, Chris P., Jason, Todd and Gladys. They all listened and provided the deep massage that I needed, from deep tissue to light massage.I highly recommend this Massage Envy.

Booked a massage online as a new customer and received a call less than 24hrs from the appointment scheduled saying I had booked a members only time slot and they were canceling my appointment. Will not be rescheduling.

I used to love Massage Envy, but lately I continue to get calls about someone not being in or they were sick or their car broke down (this one just recently). I hate that for the employees, but have a way to reimburse your customers. Most of us are also hard at work and take time off for these purposes, and again, I’m SOL on getting that time back. I asked if there was anyone else or because since this was happening regularly, how about a freebie to compensate for this time I took off? And I did get a polite “sorry and that they would inform the manager”. So they weren’t rude in anyway, but it’s still frustrating. I give this 2 stars only because Falls of Nuese is not a reliable location. Only book an appt here if your schedule is very flexible, and you don’t need to waste time off of work. Book at Brier Creek if you’d like to keep a more stable appointment schedule.

Cancelled appointment bc they will not let new customers be booked later in the day. Which makes no sense. Dont waste your time and book at other businesses.

Terrible experience at this location. Unprofessional and rudeness from everyone we interacted with there. We booked 2 massages and then were told that the one masseuse could not do a man because of her religion, and we did not want to switch therapists, so after we were made to feel like it was our fault, and they said they would charge us, we left and much more stressed and tight than when we went in. The manager also tried to lay a final guilt trip on us by saying, after I made it clear it would be completely unacceptable for them to charge us as they threatened, by saying ok, they wont charge us, but the therapists will not be compensated for the hour, again as if its our fault. You know what? you should compensate them, and how about apologizing for screwing up? to them and to us. And step up your game with customer service and professionalism. Its seriously lacking.

I had a fabulous massage from Chris! He is awesome and I highly recommend him! He does medium to firm pressure.

Masseuse was very unprofessional and made the entire experience uncomfortable. She wreaked of cigarettes and was not taking COVID-19 precautions seriously. This was a terrible experience and I would not recommend this massage envy to anyone. The masseuse was just doing the same movement over and over and over again. Instead of keeping the blanket covering me and she just threw it off of me and left me uncovered. It was like she had no idea what she was doing and it was a complete waste of money.

Booked an appointment online over a week in advance. I got a call the day before my appointment saying it’s canceled because it’s a members only spot. When I called they could have cared less. Horrible customer service! I called a different location and they said they have never heard of this before!!!!

I go here for one reason. Clinton. He is a massage therapist here at this location that TRULY knows what he is doing, how to do it, and sees it as a true profession. I have many issues with my upper back and neck, and I know the answer is to see Clinton. Hes taken his career to a level that is not normally found in a place such as a chain. Rare find and I appreciate him. The attitude of the front desk receptionists is ALWAYS pleasant and I have really appreciated their professionalism as well as kind conversations.

I have been a member of Massage Envy for about 18 months now. The staff are always warm and welcoming but especially Amber! The massages are great and the membership pricing and options make it affordable to get the massages I need.

I scheduled an appointment here online only to come and get told that there was an error because someone else already booked that time. I understand things happen. They told me the app has been having trouble, but I didn’t use the app. They said that they were going to help me find another appointment so I waited for someone to assist me. After waiting, someone else told me to just call the other locations. They did not offer me anything for wasting my time and not getting helped.

I always enjoy going to the location to get my massages. Its very convenient & great therapist!

The manager at the Falls of Neuse location, Quanisha knows about quality customer service. I called with questions regarding my membership and COVID and she called me back and handled everything very professionally. Very much appreciated.

Showed up to find out my massage therapist had left for the day. They called 2 min before I arrived to leave the voicemail. Poor service and waste of time. Less relaxed than when I arrived now.

Very nice front staff, they were attentive and helpful as soon as I walked in. Chris was awesome, he did an excellent job working out the many muscle cramps I had using the perfect amount of pressure. Will definitely be back soon.

TERRIBLE PLACE AND RUDE MANAGEMENT! Ive had an account with Massage envy now for about a year signed up under the previous management and absolutely loved him Mr. Prince but now there is a new RUDE manager name Briddgette and she has NO CLUE what she is doing or how to perform her job apparently she even acts clueless and I would NOT advise anyone to spend their money here unless you want to be talked to like you are dumb!

This review is strictly for customer service. They messed up my wifes appointment twice, even after I went in and made sure everything was good because it was an anniversary present. No extras were given for the inconvenience. Go somewhere else.

Very professional, extremely satisfying and so worth it! I wish I could treat myself more often. Hope to return again.

Great value. No steam room or frills of other Spas in the area. However you cant beat the price! If your looking for a quality massage this is a great place to go!

I love coming here. I try to see the same girl everytime. The staff is very friendly. I became a member of massage envy at this location and I have never regretted it.

I had a massage today it was one of the best massages I have had in a long time, it was fantastic, Charlotte did a grear job, she was very professional, will definitely see her again

Christy was wonderful and knowledgeable and attended to my body in the most pleasant of ways.Her hands are Gods gift to earth.She was very attentive. I am glad I am a member here.

Clinton gets 5stars. He has wonderful hands and he has a great sense of humor. The front desk was very friendly ❤️❤️❤️

They book you you for anything without asking and will upgrade to make you pay more without consulting. The manager was nonchalant and not offering for any assistance on the situation. They are trash!!!!!!!!

The staff there is just not very polished and that makes me uncomfortable. Im not going to pay premium prices for a McDonalds type atmosphere. Step it up!

Chris P is the absolute best massage therapist. If you are hurt or need something worked out he is your man.

My family has had a great experience at this location and recently gotten my brother a gift card. The staff is excellent and I cant wait to see their new location coming this January!!!!!!!

Reserve early for the masseuse of your choice. Awesome.

The staff are rude and the policies for their memberships are ridiculous. Seriously regret ever having bought a membership.

I always have a good experience here. I always book online which is very easy, and changing an appointment if something comes up is easy as well.

What a wonderful experience! Veronica was absolutely incredible. I highly recommend seeing her!

Great massage today with Charlotte, would recommend her to all my friends great job

Chris is the best masseuse ever. Self-care is so important.

Ive been coming to Massage Envy for years. Flexibility in times and friendly staff.

Very rude and poor receptionist over the phone ... Her name is Annabelle , she is very rude on the phone so Im not going ... I not spending my money with people who are unprofessional ...

Brooke was excellent great customer service definitely will be back.

Excellent service. Great staff and a wonderful massage

Great customer service and really like the new facility.

Good parking, friendly and professional team.

Incredibly enjoyable. Thank you.

She loved her birthday gift.

Thank you for the great massage!

Great place! ASK FOR CLINTON

Enjoyed a back facial.

New front desk staff the worst!

Love it!

Love the team at falls.

Dont know this place

Charlotte is awesome!

Veronica is awesome!

Chris is amazing!

Awesome Therapists

Great massage

Very friendly..

Good service

Outstanding