Massage Envy

Terrible customer service and a complete waste of time. After 30 min calls trying to book an appointment for a fathers day gift, finally got one. Got to the location and signed in. Then found out they booked me with a male therapist when I asked for a female therapist. I wasted my time here they dont communicate and the girl at the front desk was not even apologetic. The only time a female could do a 90 min deep tissue was a month out. What a shame, I was looking forward to this and they let me down. They need to clearly communicate to every customer that they dont have female therapists during mid afternoon to evening times. If its company policy they should come out and say so. Dont waste peoples time.

Now that I am no longer an employee of this horrific location I’d like to leave an honest review .I just want to start off by saying that all of my coworkers since I’ve been here have provided phenomenal service as service providers.Management, however is a whole different story.I could write a whole book on this topic, but I won’t waste mine or anyone else’s time with the nitty-gritty details.They make it impossible for us to reach any growth and not to mention put food on our tables.They would rather hire a dozen service providers to reach their bonuses for each quarter then to focus on the service Providers that have already proved their loyalty to this company. We are expected to sit at work with no pay if there’s nothing on our books and we have no help in getting things booked . It has taken a toll on me mentally and physically to the point where I had to leave. I absolutely love being an aesthetician, but unfortunately, this company has ran me down to give it up For now at least. Once one of their locations came out with a lawsuit , You could tell in the way that they treated us that they were on their toes . I should’ve known this was a red flag whenever I was first offered the position to work upfront for 7.25 an hour but lucky ole me , I talked them up to 12. Upon being hired, there is no training done and they expect new hires to be able to close the clinic down three days after starting with no training prior. This is the pushiest sales position I have ever witnessed as they will not let us take a no for an answer when trying to sell memberships and only for us to get $10 out of each one . The last thing I will say is, I had to go on maternity leave for only six weeks And they thought that called for hiring another aesthetician to take over the four clients I had a week when we had several other aestheticians who were not fully booked. OK, maybe I went into some nitty-gritty details but I believe this should be talked about and I would like to save anyone from experiencing this tragedy. Thank you for coming to my ted talk.

I wish I had 2 sets of stars! One for the massage therapists and one for the customer service. This review is only for the customer service. As a loyal customer for over 10 years, I was mistreated at the end. It was wrong what they did to me, and I was so sad that they did not believe me- even though they constantly have new management! There was even a point where the massage therapists had to man the desks in between massages because there was no management.They had to have headquarters come in (many times) so no one knows who said what and they will not believe their loyal customers.I have used my last massage and I will never go back! Be careful when you sign up! 😢

Absolutely wonderful, the front desk Lily was very helpful and informative. I had to change an appt and in the past have had a difficult time but this time was very easy and quick. Thank you Lily and staff! Would 10/10 recommend

On Feb 2, 2024, at 1420, I got a massage from Massage Envy East, 100 N Kimball Ave #108, Southlake, TX. After the massage, I noticed a Valentines Day Package (nonmembership), a $250 Advanced Skin Care Package. The front desk person explained what was on the flier (attached) and that it would be 2 credits. So, I set up an evening appointment for the advanced skincare package.After my facial, the front desk person said I owed $30 for the package. I explained that it should only be 2 credits and showed the person the flier. She rudely told me the Valentines packages were gift cards. I challenged her by showing her the flier and that no one mentioned I couldnt use it that day. She reduced the charge by $15, but said she couldnt do anything about the information on the flier. She said she could only notify corporate, and someone would call me. Through all of this she was disrespectful and never offered an apology for the incorrect information.On Feb 3, I called again and spoke to someone else. The front person stated they were the manager and did not offer a solution or an apology for the confusion.On Feb 9, I called again and spoke to Lily. She stated that she had not heard of my complaint and did not sound concerned about the situation. She simply told me she would have to send this up to corporate again.I told her not to worry about it, and I cancelled my membership shortly after. The three managers at Massage Envy West in Southlake gave me the impression that they were not concerned about customer service, the false advertising on their flier, and it seemed like my complaints were an inconvenience/hinderance for them. I want to spend my money with business that appreciates me as a customer.

Very disappointed in my hiring experience at this location, I’ve been trying to talk to the head person for days and weeks.I worked one day for training and got the run around for 2 months to be exact as to when I would work again. I thought I would be a great fit for the location, I was excited to share my personality/joy and vibrant spirit to those I would work with and even more for those beautiful customers who would enter this place and I got a slap in the face. I made sure I communicated and days turned into weeks and eventually two months. When I would ask for hire up numbers It was brushed off so the information wouldn’t be shared for me to express my concerns with the process. All I would recommend is better communication and honest approach from the staff for the next person who applies! I didn’t deserve the experience I encountered!

They used the price difference 125-75 to attract you to sign their membership and then it’s very hard to cancel their membership. Talked to the front desk girl and she just repeated their rules, it sounds very unreasonable to me, of course I disagree with her. She just saying that I don’t understand the difference between appointment and membership. As a customer I only care if I satisfied with my treatments and right now I just want to cancel my membership. What I know is that I’ve payed 6 times as you asked since I signed the paper, I don’t really want to argue with her about the gift card or appointments or membership. And she said me keep YELLING her! Excuse me! I just want you to listen to me that I disagree with you and I want to end my membership, it’s very clear. If you can’t handle this, then find one who can solve problems, not just hang me up.

Ive been a Massage Envy member for well over a decade. The service at this location has gone down considerably in the last couple of years. It is almost impossible to get an appointment anymore. And twice in the last 2 months theyve canceled on my because I booked at the same time as someone else and they honor that persons booking over mine.When I get a massage, they are absolutely awesome. But dealing with the scheduling is such a nightmare that is barely worth my time anymore.It used to be that I got a massage every 2 weeks at the exact time that I wanted it. Now I sometimes go months between appointments because I cant find a time that works.Ive raised my concerns to the front desk and they dont seem terribly fussed by it. Disappointing.

Closest location to Grapevine, but most of the massage therapists are lacking in their skills. Will plan to visit other locations to see if theres a better selection of more qualified therapists. Nice to see facials are available as part of my membership, but havent tried one yet.

I made the unfortunate mistake of signing up for their membership class after I was made promises about the ease of cancelling the membership after signing a 6 month contract. I reached out to cancel after the contract term ended and found out months later the membership had in fact not been cancelled. I tried calling multiple times to speak to a manager for assistance in cancelling and to hopefully receive a refund for the time I was not supposed to be charged only to be told every time the manager was at a different location and would call me when they were back in to that location. I still havent received a call back to this date. Would not recommend to anyone that they use their services.

Excellent massage therapists. Wonderful, comfortable environment. Great value for memberships. I have been a member for over 10 years.

Stay away, unless you want a lifetime membership or to fight to be free. These guys are Stage 4 clingers. Warn your friends.Tips for canceling:If you want to cancel your membership, go in person when you know a manager will be there OR call and have the manager email you the form while they are on the phone.It is best to email the signed form with a read receipt and/or call them and MAKE them email you back right away showing they have it.Contact your credit card company (number on the back of your credit card) and the credit card company will help you recover the lost money and make sure you NEVER see another charge from them. They get 10 days from when they RECEIVE the form, not another 10 months.

Showed up twice during business hours to transfer my membership. First time no one was working the front desk to make a note in the system. Second time I stopped by staff took a note down in the system. Manager never seems to be onsite or care about customers. Over 10 days and no call back from mgmt.

I had a very good experience! 100% recommended 😁 they were so kind and respectful!

The old management made promises that the new management will not fulfill. Do not sign up for their special monthly rates. Only 1 person there gives a decent massage.

Always a great experience, love our monthly massages with our membership. The facility is always clean and the staff is always friendly. My only complaint is the cost and the terms of their membership. Quite pricey and you have absolutely no way out save medical issues. Be wary before entering a contract as they will push this even for a one time appointment. Minus a star for flexibility on this.

My all time best massage therapist works at this location. However, for several months now I have found it near impossible to schedule an appointment. I could not get through for a couple of weeks and left messages but with no return call. I had to call a nearby location and ask if they had closed to be told the rep had a friend that worked at the location and she would call to on her mobile to see if she could get ahold of her friend to check. I’ve also been out on hold for over 25min with no one returning to the line. When I call back, goes to voicemail.

I’ve been getting massages for years now and I must say that the one I had today was the most intentional one I’ve ever had. The therapist was Jade and she is really good. She normally works out of the Randol Mill office but she is at Kimball due to remodeling. I wake up with pain daily due to PVNS and arthritis so massages are something I do as a therapeutic need. I’ve also been a Nurse for over 30 years so I’m very meticulous. I must say today was the most therapeutic massage I’ve ever had. She assessed my entire body by pushing in certain areas and then she started the massage. She would ask my pain level by using a pain scale and she was highly intentional with every touch. She also did some stretching and she knew exactly how far to go. It was although her fingers were her eyes. It was EXCELLENT and I will be making appointments with her biweekly. If you suffer from pain or you just need an excellent massage then Jade is your lady!! Thanks Jade.😊

In person I turned in my membership cancellation paperwork to both managers at the Southlake East clinic. They were too busy trying to book all of my appointments to use up my credits (and pinch more $ out of me) to finish my paperwork. Later that day when I called for copies of my cancellation paperwork they told me they’d give them to me next week at my next appointment. I asked if they could email them to me instead and they said yes. A week later I show up to my appointment with still no email from them. They verified they did have my correct email address on file. One of the managers however couldn’t even find my cancellation paperwork on file. I reminded her that they told me last week they’d have it ready for me today. She had no words for me or any interest in helping me figure this all out. I called back later to explain my frustrations and to speak with another manager. The manager said she would have to call the other manager and then call me back. I’m still waiting on the call….

I cant say enough good things about this place. The staff is extremely friendly and patient. Ive had a few massage therapists and theyve all been good. Great prenatal massages and great massages. Adonis is one of my favorites. Very attentive to his customers and is great with follow up. Im one happy customer!

Blatantly lies to their customers. Dishonest front desk workers. Was tricked into a 6 month agreement when I signed contract they left end date blank and was told I would be able to cancel at anytime without issue. When I came in to cancel I was shown my membership agreement which had obviously been altered and was told even a manager wouldn’t be able to help me and I would have to contact a regional manager.

Very professional manager, clean, well run spa clinic!

My husband and I have had memberships for over 4 years but became frustrated after management repeatedly changed our appointments with very little notice. We terminated our memberships and asked for a refund of our credit balances. After several emails and phone calls up the chain of command, we were told that they would grant us additional time to use up our credits but they would not give us a refund. This particular location is the only Massage Envy that is convenient for us and we feel that we are being forced to use a facility that has given us poor customer service. We regret ever signing a membership with Massage Envy.

I absolutely love love love my therapist, Erica!!! I drive 30 just to go to this Massage Envy just because of her! Ariel is a fantastic receptionist and just always makes sure to take care of her customers!

I’ve had everything from cancellations at the last minute to having sick employees doing massages . I have banked up 10 visits paid through a membership that I’ve cancelled and now I am told after the fact that these can not be gifted out as was told to me when I bought my membership unless I continue with the membership. It also doesn’t stop after your year- nope they still auto debit and call it a month to month!! Franchises suck - buyer beware!! 🤦‍♀️🤦‍♀️

I went there a week ago to get a chemical peel and my skin looks the same way it did before. I barely peeled and is left disappointed to have spent close to $200 and nothing to show for it. While I understand them wanting to encourage the clients to sign up for plans, it’s a huge turn off how aggressive they are. Considering my result, I am glad I did not sign up for anything.

. The skin therapy I receive from Erica is very relaxing, provides great results and my experience is also very educational. Erica is the consummate professional. Ariel is is welcoming, helpful and equally professional. Great team!

Wish I could give less than 1 star. I had the worst experience of my life at this location. Do not waste your time or your money. The staff is very rude and very disrespectful. I was quoted one price over the phone and charged another....50% more than what was told to me. The employees Tay and supervisor Beth were the ones that were very disrespectful to me. Tay laughed at me on the phone and when asked why she was laughing, she stated that she thought this was funny. If you are looking for a massage try Massage Heights in Southlake. The customer service I received at Massage Heights was like night and day from that of Massage Envy. As a customer, you deserve to be treated with dignity and respect.....you will not get that at Massage Envy in Southlake.

Went here for some months. i canceled and they kept charging my account. i called and they said they cant reverse the charge(they accepted the failure) but would give me a credit. i called to see about using is and now they say i dont have the 3 credits. very sad and dishonest. buyer beware

Silvia gives the best medical massages. I am a dental hygienist, and Silvia always makes my neck and back feel so much better. Her facial massages are also worth getting the 90 min massage with her. My husband sees Madalis and loves his deep tissue massage with him

Although management has changed several times over the years, my massage therapist, Adonis, is the reason I keep coming back. He really listens to your needs and pains then does everything he can to help. His communication skills are on point and his professionalism is 10 stars.

I got a massage from Tamara this morning and she was amazing! I told her what was bothering me and she worked on the areas and even gave me some advice for stretching! Everyone was so friendly! I will definitely be coming back when I come back into town!

They booked me for an appointment then when I showed up they said I did not have an appointment at all. What a shame! This place let you pay for a missed appointment. But they do not do anything good for you when they messed up. Horrible policy!

Fry is the guy at this location that is outstanding. That being stated, he is the only guy I have tried. Highly recommend, very professional.

I have Gluteus Medius Syndrome and it mimics sciatica.Chiropractic care often made it worse and was a lot more expensive but Johannas therapy changed my life. Johanna is a great therapist.I have been a member for 8 years at Massage Envy Southlake East.

The lady answering the phone in 3/30/16 wasnt helpful at all. Acted like she didnt care about getting my business. Wanted me to go to another location farther from my home! I will never go to any of them and will pass the word around about poor costumer service - and is probably why u only have 3 stars

I get regular massages at this location. Everyone is very nice and friendly. The atmosphere is relaxing and it is always neat and clean!

They charged my credit card even though I cancelled over a month ago, and had the gall to say it was their policy to do that. They do not care about customer service. This place is shady. Do not do business with them.

Sore and worthless all weekend even after drinking nothing but water! Felt pressured to purchase the annual membership but my other half made me cancel after reading everything and seeing my negative reaction....too bad I wasted my Christmas gift card -

Always amazing service. My skin has cleared up significantly since getting facials here, after years of unsuccessful experience with dermatologists.

They cancel appointments that have to be made a month in advance with no notice and tell you the next appointment is next month end. They lie to your face when you go in

Love my membership! Great availability with so many different therapists!

There was absolutely nothing wrong with the service. They were all kind and courteous. I just learned that I cant handle a male masseuse.

Fry and Midallas are fantastic, as is Jermaine. Id recommend this place for friendly staff, cleanliness, and overall ability to do what you need to get done.

The entire staff at this location is fantastic! I get reminded calls and even calls if openings come up. They always take great care of me.

Great massage therapists, however, every time I call to schedule I have to call 3-4 times before someone will answer the phone. It just rings and rings….

Very disrespectful staff with a very Im better than you attitude. Some of the worst customer service Ive ever experienced

Have been a customer for years. Great service and many of the massage therapists are exceptional.

Good but really hard to get an appointment without a lot of advanced notice.

Very professional,I was in town for the weekend, I called on Sat and got an appt for Sun. Johanna is the best!

Look like a nice place but closed

Good location, clean facility and a quality staff.

Been going to Addones for years, he is the best!

Always clean andProfessional.

Good peeps. Friendly, relaxing, comfortable place.

Price is outrageous. $95 for 1 hr..

Brianna provided another relaxing session

Super clean and people are nice.

Well trained therapist with superior skillset

Nice staff, great massage

The staff is friendly and professional.

Really good