Massage Envy

I’ve been a member of massage envy for at least 20 years. I joined the location on the west side, but live closer to the east location so most of my appointments have been there. Sadly this location has declined over the years. They used to have a relaxing waiting room and good staff, but for past several years it looks like it’s under construction. There are patches of carpet some places and concrete in others and it smells like mildew. The massages I’ve booked have been canceled quite often. The managers have changed so often that it is apparent the management is not run well. Most times I book at the west location as they seem to be staffed regularly and the interior is definitely nicer. I kept hoping they’d get it together, but not seeing progress. We dropped my husband’s membership a few years back and cut our losses. Looks like that’s in my future as well.

This is the second time in a row an employee hasn’t showed up to a massage or facial that I booked over a month ago. The business does little to compensate you for the lost time and money. The front office staff does a poor job of communicating to you if someone hasn’t showed up and I’ve been sitting here over 30 minutes and had to inquire on my own what the problem was. If looking to joint do NOT join this one. Pick another location because the customer service here is completely awful.

The member program is great, but the real star here is Linda V.! She is the most skilled and caring therapist! She takes the time to understand your needs and somehow works all the therapeutic intervention into troubled areas while still leaving you relaxed and feeling fantastic! I have chronic health issues that cause some tricky things to navigate and she works magic every time!

I just want to share my personal experience with Massage Envy. I was gifted several credits from a friend as a gift. I used them for a couple facials and enjoyed my aesthetician enough that I signed up for their recurring program where you get monthly credits. DO NOT DO THIS!! I have nothing but regret that I did this, and theres no getting out of it for a year. I was told that I could use the credits and coupons at any location. Wrong. Coupons only work at the home location. I tried to follow my aesthetician to the other location when she switched, and was cancelled on twice, the second time within an hour of my appointment. Keep in mind, they will charge you the full price if you cancel on them, but its OK for them to do it to you. I was told that I can transfer credits to others as a gift. Tried to do that today (after being put on hold indefinitely and getting the answering machine twice....), and they notified me of the $10 transfer fee for the first time. Its just constant with these people. There are way too many options out there for these services...skip this one.

Kelley at the Hudson Oaks location does an amazing job. The only problem is the administrative portion. They billed me over a year after I cancelled my membership.

I’ve been a ME member for about 14 yrs. It’s convenient when you travel around or have lived in different states. There’s almost a few at major cities. I’m writing this review because of my recent masseuse. If you want a true deep tissue massage? Jade is your girl!!!!! You’ll be leaving with a lot less kinks on your hard working body 🧘‍♀️

Almost impossible to get an appointment for a massage after work hours with a female therapist. The freeze process is borderline scam...you can only do so for a limited time and you will continue to get billed just to keep your unused credits. Try to cancel and they will make the process so difficult that it delays the cancellation. I went in person to cancel and the printer was broken so I had to go home, print, sign, return and then be told that it would be another 10 days to process (thus conveniently charging another month). Want to transfer your unused massages? Get ready to pay $10 for each transfer and be told you can only transfer one per person per six month period. Getting nickeled and dimed all over the place. Never again. There are better options.

I have gone to this location for many years. I have had wonderful massages with Lemar. He is now gone. He had canceled many massages in the past and then left. He was terrific and the only therapist I would go to. Now, they are down to 3 therapists. One that I will not go to that I had a massage with in the past and it was not good. A second honestly was not recommended by the desk staff (then why keep them?) and a third that is booked up for 2 months. I have not even been able to use my 5 massages that I got for prepaying for a year. I think one has also disappeared from my account too, after all of these cancellations by Massage Envy. I have written a comment on their FB page about the issues with so few therapists and it was deleted. No contact, just delete it and dont even try to talk to me. This place has huge issues....HUGE. One room had wet carpet for years before it got fixed. I reported it many times. Personnel change all the time. The manager and front desk staff are always different. I dont know what the franchise issue is here, but you have no control over consistency, communication, or your staff. No one seems to want to work there for any length of time. You are causing your loyal customers to go elsewhere. We must, as you cannot accommodate us in your schedule with 3 therapists, only one that folks really want to go to. Get your act together or you will be out of business. You have a very frustrated client here. You know you have major issues. Fix them!!! I hope corporate sees this and take action. I will be writing corporate too.

I showed up this morning to find out my massage therapist had quit. I called yesterday to confirm the appointment. They have very few therapists here. For whatever reason, they struggle to keep staff. This community will easily support a well run business. This is a management issue.

Massage Envy on the whole is NOT a super great deal. The prices are really decent, but there are scant appointments to be had at various locations. This one (Randol Mill Ave., Southlake), has more appointments available sooner than any other local location out here in the N. Ft. Worth area.Aside from the fact that I cant find any appointments at the Sage Trail location (where I signed up) unless I book MONTHS ahead of time, and the fact that the ME app doesnt book your appointment on your computers calendar or send you reminders, THIS Southlake location seems to be really well managed.Tonight, I was ready to ditch my membership all together. A month or more ago, I booked future appointments at multiple locations. Recently, I was notified after the fact that I had missed two appointments because I didnt book them on my calendar when I booked them in the app, and because the app doesnt have a way to integrate with my calendar. I honestly thought Id get some sort of reminder, but I didnt until after I had missed said appointments.I called the Southlake location and the Sage Trail location and left messages asking the staff to cancel all upcoming appointments, and to cancel my membership. Kiana at the Southlake location actually called me back (that never happens with Massage Envy, Im here to tell you). She offered to cancel my appointments, but also reminded me that their location had appointments available much more frequently than the Sage Trail location, and that she could upgrade me to a 90 minute massage for the next day in addition to booking me for a facial before the massage. She opted me into the text message reminders, and voila, I was sold. I just needed someone to let me know that there were at least a couple of employees at this company who care even the slightest bit for their customers. I have to include my massage therapist Sheldon in this, because hes always been totally awesome. The term therapist is indicitave of an education that Sheldon clearly employs with every client.Thanks to THIS location of Massage Envy and to Kiana and Sheldon for being awsome. Ill add a maybe nod to the management who may have established an expectation for service that exceeds any other location in the metroplex (or there may just be two exemplary employees here who should be commended for their efforts).

This place is a scam. I signed up my wife for a membership and she couldnt schedule anything for months because they didnt have an actual massage therapist on staff, then they got one and double booked her appointment so they canceled on her, then they over booked again and she had to drop to a 30 min session instead of a 60 min session. DO NOT SIGN UP FOR THEM.

The worst. Cancel my appointments via email/text. Don’t call back to reschedule. Don’t have enough therapists. Don’t have appropriate apmts until March! That’s months away and they still take my money monthly! How is that acceptable business practice?! If you don’t have availability monthly, how can you take my money monthly?! Terrible!

Whatever you do, ask for Linda V.! She is a newer addition to the staff but don’t be fooled, she is an absolute PRO. Get ready for the best massage of your life with Linda V.!

I called the morning of July 31st to schedule a 90 minute prenatal massage and was told it was $68. Just finished my massage and was told it was $83 unless I become a member. There was no mention of membership when I scheduled the appointment. So much for that relaxing massage I just had. Also, massage therapist didnt address multiple areas I said on the paperwork I wanted massaged.

Been a customer for many years. I had a sudden rate increase a year ago with no notice. My massage therapist was great; however, the establishment customer service is horrible. I cancelled, they have a form you fill out and then require 10 days for , “processing”. Seriously, it is a cancel button on a computer. Horrible, will not ever renew, too many other good places to go.

Extremely relaxing experience every time! Theres always friendly staff to greet you when you enter. The waiting area has comfortable seating and soft music playing. The fruit infused water and mints are a nice touch. John is my favorite at this location, but Ive never had a bad massage or uncomfortable experience here.

This location is a complete wreck. Renewed my membership two days ago, was told by an employee that I would acquire all unused points from my previous account. I then scheduled a couples massage for today . I call to confirm (1 hour before) and was told I didnt get to keep my previous points. This is why I scheduled two massages today. I was then talked over, yelled at, laughed at, completely disrespected . Due to this lovely act of kindness, I cancelled the couples massage and my membership, and TWO THERAPIST didnt get paid for that hour. I will never recommend massage envy to anyone. Google their lawsuit .....

Horrible experience. Been going to Colleyville, East Southlake, Glade, basically any other location than this one ever since. Have received excellent service from all, especially Colleyville.This may have been 6-8 mos ago, maybe even longer; but the fact it has been a while lets you know how much of a bad experience my wife and I had here and this is not emotional.We scheduled a COUPLES massage. They called the day of and cancelled my wifes massage. In the past when I did not call 24 hours in advance I got charged a massage. Given that, I believe that I could make an argument that they owe HER a massage; but that is not my complaint. I am pretty laid back and do not do reviews unless I had an extreme experience either good or bad. Needless to say this is one of those extreme bad ones.So being that the COUPLES massage my wife and I booked was no longer a COUPLES massage due to THEIR cancellation one would think that rescheduling would not be an issue and of course it wasnt EXCEPT for the fact that they were going to charge me for a massage when the only reason I was rescheduling on short notice was because the COUPLES massage we had scheduled was being rescheduled by THEM and they were going to charge ME a massage for it. The person I was dealing with refused to see it that way and insisted on charging me a massage. Now as I am sure I am not the only one that has several massages saved up so the charge of the massage is not as big of a deal as the principle. They cancelled the COUPLES massage the day of and charged ME a massage when I tried to reschedule my COUPLES massage. The person I was dealing with told me they did not have the authority to override it and would have the manager call me the next day. Do you think that I ever heard from the manager? You guessed it... No! Horrible client experience. Will NEVER go to this location again!

A few challenges with this location. Very difficult to get an appointment here. Massages in the past have been phenomenal. Massage this time was less than average and wasnt relaxing. I noticed that I was the only customer waiting and the only one when I came out midday. I may need to try another ME nearby

Im going to blame your poor manners on your age and lack of class and dignity on your background. How small your world and how easily duped you are. Peoples health can not be treated via policy or procedure. It requires fore thought. A concept you seem unaware of. The simple art of healing requires few ingredients. All of them natural. Lauren Rose from Chicago.

Staff has always been responsive and courteous. Nice facility. Good location. Lola does a great job with her massages!

Reggie has mastered the art of the hot stone massage. I LOVE the way he uses his techniques to bring the whole experience to the next level!!!!!!He’s Tremendous!!!⭐️⭐️⭐️⭐️⭐️

Had an amazing massage! So glad this location is back open

Staff was really nice. Service was great. Massage was amazing. Liked this massage envy better than Southlake east location because the staff was nicer.

Staff was nice, had a relaxing massage and signed up for their monthly plan after my first intro.

Reggie is amazing. Truly gifted! The staff is always helpful, attentive, and the facilities are spotless.

Worst customer service ever! They will not allow to change appointments to an hr manager very rude and not empathetic at all DO NOT BOOK HERE!! Go else where

Kelly didnt facial and it was awesome. Highly recommend her, cant wait to go back.

Clean facility and great service. Ive been a member of this location for over three years.

Ed was amazing! Nice facility, great staff.

Very professional with well trained staff!

Great staff and have always had great experiences there!

They fit a group of 5 in for same time appointments

I highly recommend this place for a excellent massage

Love my monthly massage

Just didn’t want to answer any questions or help

Good place