Massage Envy

"Massage therapists are GREAT! This is not about them. Jennifer, the manager, is not responsive when it comes to detailed questions regarding your membership plan, payment, and freezing it. It seems from some reviews below that people have said the same."

"I was scheduled for a chemical peel today and was looking forward to possibly signing up for membership after I had experienced a few monthly facials. I was extremely disappointed in the customer service from pretty much the moment I walked in. I ended up leaving without my treatment. I felt unseen, unheard, and did not feel valued as a customer. I am still wanting a chemical peel, but it will not be with Massage Envy."

"Cecilia is great. Macy gave me a fantastic massage; whatever Macy did was incredible, as I haven’t felt this good in a while. 10/10 for both."

"I recently signed up for a membership and felt the front desk staff was friendly, thorough and able to answer all of my questions. The massage therapist asked what areas I wanted to focus on and she did a great job addressing those areas. When I asked for more pressure she did that as well. Looking forward to my monthly massage here!"

"The customer service from the front desk and manager, Jennifer, has been some of the worst service I've received at a place like this. I initially called to cancel my membership (for financial reason, not because the massage therapists were bad - they've been great!) and was told to email the manager. The front desk also told that there was a "freeze" that I could put on my account for up to 6-months with no payment and I could use my remaining credits during that time. This option sounded most appealing so I emailed the manager to get this set up. In doing so, the contract she sent back said that I wouldn't be able to use my credits during an account "freeze". We then had a phone call where she explained that the front desk gave the incorrect information - there were 2 freeze options, one which allowed me to use my use my credits with a $10/month charge and another that just froze the account for several months at no cost but with no ability to use credits. I was also told by the manager that I was not yet eligible to cancel my membership and that the max freeze was 3 months only. It's now been 10 days since I have heard from the manager with next steps. Jennifer ensured me that my next monthly payment would not go through because we were working on all of this, but it did. I have emailed numerous times, called and gotten no assistance. It feels like I'm running into dead ends at every turn with their customer service and getting no response is simply unacceptable. If you're looking to go in for a one-off service, their massage therapists are great (especially deep tissue). But, if you're looking at a membership, proceed with caution as you'll likely never get to speak with the appropriate leadership to make changes to your account."