Massage Envy

The new manager is as useless as the last 3. I terminated my membership about 60 days ago. I have been a member in Dallas, TX and Beverly Hills, CA for over 15 years and moved to Reno last August. Since then their booking has been a nightmare. The new manager here lied to my face today and took zero responsibility for ANOTHER appointment which she scheduled for me over a week ago in person and when I show up - there’s NO appt scheduled. I’m done / I’ll eat the 3 sessions that are due to me just to not ever go back to this place. Save your $$ ppl. I don’t understand what’s wrong w/ these ppl.

Friendly therapist friendly staff and now they have a lot more openings than they did before ..much better

I previously left a very good review based on my first massage with this company, however my impression has changed drastically. Since then I have been canceled on the same day as my massage appointment was scheduled on 3 times,, yes 3 times!!Massage Envy staff definitely has a issue with scheduling because they will double book you or their massage therapist just don’t show up to work I have had two different therapist in a row not show up to work on the day of my appointment.Two of those same day cancellations happened within an hour of my appointment time!Today I had a appointment for a massage, it was a reschedule due to massage envy making a same day cancellation yesterday. I was unable for the first time ever to make my appointment I called to cancel and was then told I will be charged $50 for my cancellation. I received nothing for my inconvenience those 3 times massage envy did a same-day cancellation on me. No discount no extra added service nothing . I regrettably have a membership, which mean I am contracted to deal with these people until April, Unfortunately.My first visit with them before I became a member was great once they convinced me to become a member, I have been treated terribly ! I believe it’s because I get charged every month for their service whether I am able to receive the massage or not. My advice to anyone who’s thinking about visiting Massage Envy DO NOT waste your time and money. This place does not value their customers.

It would be great if we could give the negative stars! I have been a client for a while. I have over 23 massage credits. It is imposable to use them. I have been told I can only book 1 a week, but they are booked up until March. They do not take 90 minutes bookings any more. If they did you still cant book them for at least 3months out. Then manager is never available. The last massage was poor at best. I have had multiple appointments canceled by them because their staff keeps quitting. I cant tell you how many times they have told me while getting a massage, that this is a horrible place to work. The receptionist said the best thing to do is call them on the first of each month, as soon as they open, and then they maybe able to book something 3 months out!

DO NOT GO HERE. This location cancels massages on you regularly. Often two or three times in a row. They will keep charging you every month. No accountability from the team,which is very rude when I try to resolve their staffing failures. They have charged me hundreds of dollars worth of massages, and continuously cancel appointments I have made.They have double booked my sessions, so I show up for my schedules massage just to have some rude employee send me away at the door. They did nothing to fix it! They offered to schedule another appointment for next month. Again, charging for a month they cannot schedule me in. That next month appointment, they also cancelled on me the day of. You bet they charged me another month fee though!This location only has one or two good therapists at a time, so prepare to pay for someone to literally just lean on you, then say all they can do is use a massage gun on you. FOR AN ADDITIONAL CHARGE. I dealt with this for about two years, save your money and go somewhere else. This location is terrible.

I was in the area (Reno) traveling for business. Several long days and I was in a lot of discomfort and pain. I noticed this Massage Envy across the parking lot from the Marriott I was staying at. Door showed they were open until 9pm. I went in to see if they would do a walk-in. The lady at the desk was on a personal call. I waited a little bit and then she put the phone down and asked if she could help me. Asked about a walk-in and she told me they quit taking appointments at 7:30...it was 7:38. Not a car in the parking lot. Not sure if there was anyone there. Oh well, guess I will just remember to skip Massage Envy going forward. They obviously dont need/want my business. Disappointed.

The first half hour of my 90-minute massage was done on top of the blanket, I asked is the whole thing done on top of a blanket? The lady responded Yes! I said well Ive never had one like that, I guess times have changed. At that point she proceeded to use massage oil and continue the rest of my massage. Question is this the new way you get a massage on top of the blanket? I dont find that to be worth my money. I would ask before you go.

Just got my first facial ever and I highly recommend RUTH. She is the best! My experience was great and so relaxing. Thank you RUTH, I will be booking with you again soon!

What a joke of a business. They scheduled me knowing I had been in an accident. I drove 2 hours from Winnemucca, sat in the waiting room for 30 minutes, AFTER having to get a Drs release from the hospital per Envys request(because of the minor car accident 2 weeks ago)PROMISING that Id receive a massage. Only to be turned away upon arrival because nobody felt comfortable giving me a massage. I will be looking deeper into this by contacting the higher chain of command.

I had the most unpleasant massage today. There was no pleasure, all discomfort. I was cold. Very uncomfortable. The girl at the desk threw the sales pitch at me very rudely. I believe I am owed a second chance or a refund. Im already sore and its only been a few hours. I should be feeling GOOD. My last visit in Carson was the best massage I ever had. Please respond.

My first session wasnt great, it didnt feel like the masseuse had much experience. However Leslie, the manager, was focused on customer satisfaction and offered to give me another session. She booked me with Kris who was fantastic and experienced. I would recommend this place based on my second session.

The actual massages are mostly fine, its the corporate and cancellation policies that are not worth ever signing up, once you dig a hole, you can never get out of it unless i suppose you want to have multiple massages a week which then makes it feel like a chore instead of a relaxing experience . I wasnt able to use them once a month and had accrued a large balance, they are unapologetically unhelpful with finding solutions to get back down to under a handful of prepaid massages. I would not recommend taking on the recurring membership and instead find a good local massage therapist to get services when it works for your schedule. I was previously able to transfer multiple prepaid massages to my wife when I got behind, then when I am trying to cancel my membership and transfer them all to her, they tell me their policy only allows for 1 transfer per month. Total BS. Its a sunk cost at this point, and they wont be getting another dime from me, and my wife will now be cancelling as well in the very near future based on my experience. We will take our massage therapist dollars somewhere else.

In the past two weeks I have had my appointments cancelled because staff was either sick or a family emergency twice now. I am a service provider myself, and I understand things come up, but no solutions were even offered, besides lets get you rescheduled. I am a monthly member and they never have any available times that work with my schedule and honestly the atmosphere and massages themselves are just mediocre. I would much rather pay the extra money and not have my appointments cancelled the day of. Now I have four massages that I have paid for, and unless they work with me I have 30 days to use them up, and they probably wont have any times that even work for me!? My recommendation, go elsewhere.

How are you a MASSAGE envy that does not offer MASSAGE?? It’s absurd that after I bought into a subscription with your location I now can’t receive what I purchased without driving all the way across town to another location and booking months in advance.

My wife and I like to go in for a massage and then go have lunch once a month on a Saturday or Sunday. For consecutive months now they have moved one of our massages by 30 mins to accommodate the therapists schedule. This causes a 45 min wait for each of us before and after our massages. We made the appointments over month ago most of the time, what about the customers schedule? The first time we understood and asked them to make a note on our accounts that we were together. This happened 3 or 4 times after the note and the additude I get from the staff tells me they dont care and the their therapists are more important than thier customers. Ive also asked for managers and there dont seem to ever be any working, and they dont return calls. Apparently the way they deal with unhappy customers is they just simply ignore them. Memberships can only be canceled at the original location where you signed up and any unused messages have to be used within 60 days, but they canceled our last massage and as a result we each have 3 stacked up. They cant accommodate us for 3 each within 60 days because we both work during the week.

The therapists are fine. My issue with this place is their horrible communication with clients. They are slow to return phone calls, if they do at all. They also, when you need to reschedule, just put you with anyone they want without asking you whether youd like to be with a male or female therapist, or if youd like to be with someone youve had before. Appointments that are convenient for you are next to impossible to get unless you book months in advance. Im stuck with these people until my contract expires. I will not be renewing.

Customer service is poor. Today, I had a msaage with a therapist who could not do anything more than light pressure. Had I been told this, I wouldnt have booked the appointment. It was no more than having lotion applied for an hour. Last time I booked with them, the facility flooded. They rescheduled me at another location but then told me they werent sure which other location it was. They wanted me to call all the local places to figure it out. None of it even made sense. When I arrived, I listened to two employees loudly complaining about other employees.

Requested cancellation form via email. Business didnt send them. I had to drive from California to cancel my membership. Then I received a call stating the person on my account has to do their own cancellation even though Im paying for it. This business milks it as long as they can before you cancel

We went for a couples massage today (after ME rescheduling 2 times) and the therapist tells me the the office staff has some misunderstandings about her. Cindy (therapist) says that she doesnt do firm pressure massages and I could reschedule myself and leave my girlfriend alone in the couples room for her birthday massage. I said that we waited 2 1/2 months after 2 reschedulings from massage envy to get the couples room (not wort it) so we where going to do these massages. That was not a good choice, we should have walked out. Cindy was the worst therapist that I have had in many many years. All she did was rub the oil around and wipe it off with the sheet. It was not a massage is was like she was putting suntan lotion on me. I asked her if she could rub harder and she said that she was rubbing as hard a she could 6 of 10. Felt like max 2 of 10. She put her hands on my back and pushed lightly for a minute at a time without moving them. This was the laziest therapist I have ever seen. When I told the front desk staff she said they know and have had similar complaints about this therapits. She then charged me $110.00 for the 2 massages and said she would let the manager know. We tipped my girlfriends therapist and will never use this place again. BAD STAFF AND HORRIBLE CUSTOMER SERVICE. SPEND YOUR MONEY ELSEWHERE.

I have mixed feelings about my experiences with Massage Envy over the years, but my massage with Erin on Saturday was AWESOME! She was amazingly intuitive and the comfortable to be with. Cant thank her enough for the wonderfully relaxing massage and conversation. Erin, you rock as a massage therapist!

When I joined 2 years ago, I enjoyed my membership and even convinced my boyfriend to join. However, in the past 8 months its gone downhill. I have been paying monthly but not recieving services. I call continuously and when answered get put on hold only to be hung up on eventually. Ill leave messages and none get returned. I have maybe 6-8 appointments pre paid for. Dont use this location! Dont waste your time calling. Not reliable and not professional.

It was nice but not wonderful. My masseuse was adequate but more industrious than healing, if that makes sense. I asked for a full body massage, but he really only did my back and feet with quick attention of arms and legs. No neck, head, shoulders, etc. To be fair, back and feet were problem areas, but I was left disappointed.

Great receptionist experience with Leslie. Intelligent, patient, helpful! Danielle, therapist was great. Continually asked if pressure was to my liking. Made adjustments as requested. Great spa experience!

Ive got a great person now, but my very first visit was with Darren. And it was awful. They didnt bother to mention he doesnt like touching females. He acted like it grossed him out... when he wasnt touching me on top of the sheet. What the hell? I dont have cooties!

Not very good for the duration of the hour. at one point she stopped ( i THINK that she thought i was asleep? ) and was playing with or setting the pandora or whatever music system for at least 2 minutes, and nothing is worse for me than a therapist who slacks off and acts not into it no matter how much the massage costs. BE PRESENT NEXT TIME.

Jeffrey gave me an awesome massage! I normally neglect getting massages but after day in and out of working out and having some issues with pain in my feet I decided to give it a go and I have no regrets on the decision.

She had good hands, but showed 10 minutes late and did not acknowledge that and did not make up the time. My 60 became 50....as it is, 60 goes by too fast. As it was, it originally was supposed to be 90 minutes, but the place changed this on me. Poor!

Got my 1st facial and throughly enjoyed it! Tammy was great. Highly recommend her.

Great little spa in the village. You just can’t go wrong. Buy the membership and put revolving self care routine on your calendar.

Great Experience! I had a very comfortable and relaxing time. The staff really seems to know what they are doing. Very pleasant gal at the front desk as well as the gal who gave me my massage.

By far the worst place I have ever felt with how can you have a biz where you sell gift cards for then we go to use them and we get canceled on every single time this is suck a bad establishment ! Then we get told to contact management and what do you know the persons name they have is isnt a manager so they tell us to contact a diff person well guess what no return calls someone needs do something about this and it doesnt seem Im the first with this problem nor will I be the last until a MANAGER or owner steps up to start fixing these problems I will be reporting to the BBB as well maybe then if enough people do something it will catch someones attention

I had a massage and my first facial, I was very comfortable and enjoyed them very much! Cant wait to go again for my birthday!

Very rude manager hangs up on me because she dosnt know answers to thing i want to cancell.my contract because of app not being able.to get in you have to wait 2months but they still collect my payment even though i havent even gone in for my first one yet

Chanlee gets you with the very best massage technicians and handles all your scheduling needs with her smile and know-how!

There is a problem with scheduling and double booking here. Get ready for extremely awkward moments and not to get a massage after you planning a day around it.

Lori is amazing! Had my first professional massage and I couldnt be happier!

RIP off. Likes to double charge. DO NOT GO HERE. We have several sessions left due to the pandemic but we are being charged.

Jenna and Amber are amazing.

Customer service was amazing at this location.

They need to rethink their staffing. Unpleasant experience.

Clean, friendly staff, superb service.

Its not as nice as the Northwest Reno branch.

Love the products and staff is great 👍🏼

Trash. Way better places in the area

Jeff you are the best

Great staff

They are the best

Right place massage Envy

Nice place