Massage Envy 750 Memorial Drive, Cambridge, MA 02139

"2 stars for absolutely absurdly poor management. Good Massage Therapists and Helpful Front Desk People. Great Location. However… Gone downhill the last few years. I don’t recommend becoming a member at this location. It has become a tacky customer experience with more excuses than massages. It is difficult to schedule a massage here due to turnover and low staffing issues. When I was able to schedule a massage-there was about a 25% chance it would be cancelled. Getting out of my membership that I had for years and years was a tedious process and they managed to get an extra month of fees out of me due to their own lack of efficiency and their dated gauche corporate membership cancellation policy. When I cancelled, I still had about $600 worth of unused credits accumulated (some leftover from Covid) which I still am willing to forfeit in order to prevent future similar losses. Talking to a manager is rare-the one woman I ever spoke to was bizarrely self-involved and didn’t even come through with the complimentary session I was promised when I showed up on site for a massage that they then cancelled on the spot. A few issues once in a while is fine, but the issues have been consistent for a couple of years now. Summary: Easy for the management to charge the credit card every month, difficult for the customer to receive a massage every month."

"I booked my daughter a facial appointment on August 15, 2023 at the Memorial Drive location in Cambridge MA. Before booking the appointment, I spoke with customer service representative who answered the phone, Letitia, explaining the situation my daughter was facing with acne. I further questioned the 3 star rating & was told it was possibly due to communication. She recommended a specific aesthetician. After the service was completed, my daughter was in tears because there were no extractions completed doing the service. It was basically a facial wash. I reached out to Letitia immediately after the service and she said she would follow up with the manager. I waited three days and had to call back because I did not receive a call from the company. I finally spoke with Toni the account manager who was initially making excuses for the aesthetician, but in the end apologized for my dissatisfaction and recommended we come back for a discounted rate. I denied her offer because I was displeased with her combative conversation previously. I explained to her I was not looking for a discount of services, but more so a satisfaction of services. I think Leticia did a great job convincing me to book an appointment even with my skepticism, however I can now understand why this location does not a higher rating. My dissatisfaction is definitely with the service and the end result of my conversation with the manager. I want to attach this rating because Toni was not aware of the 3/5 star rating at the location she is managing. P.S. The employees names may be misspelled."

"DO NOT do the subscription for this place. They make it seem convenient, but it is far from. They cancelled on me over 12x, made it incredibly difficult to unsubscribe, and refused to refund my unused credits when I moved out of Boston. For months the manager Raquel gave me the run around via email offering help, but never followed through. If you read prior reviews, you will see there are others who have had the same experience, which is disappointing."

"Unfortunately this massage envy is super unorganized. A therapist left to take time off for herself which is GREAT and happens! However my much needed appointment that was scheduled far in advance was cancelled. The receptionist that called to inform me was really cool and kind. I wish i knew her name because they’re not all this kind. Some of them are really rude. I was also told that someone would call me back to schedule in for that particular day with another therapist and when i called back the next receptionist had no idea what to do or what was going on. Which is super frustrating. I’m a member and i don’t think i’ll be going back here."

"This is by far my favorite location.. The therapist are very knowledgeable.. I worked with Tenzing today and she specializes in Sports/Swedish Massage. It was a good experience. Customer Service is great. Raquel did an amazing job at check in and checkout, very inviting and thorough.."