Massage Envy

"This place has gone downhill. Service was horrible. She was late getting there. I understand things can happen, but you don't take it out on your customer. Spoke rudely to me, and I walked out."

"First time here (gift). Sarah was great! Great conversation, great listener, and attentive. Very happy with her service. Would ask for her again. Since this was my first time here and it was a gift, I do not have any of the same comments/concerns about their pricing or customer service."

"The staff are generally great, the policies and membership are awful, designed to take your money. I had a membership and gifted my girlfriend an hour and a half, when she arrived they made her pay or were going to charge my account for a late cancelation fee (money not taking my hours). If you still choose them bear in mind, and it's not anyone's fault, but there's also only about 7 therapists so there's no availability unless you book a month or two in advance. In a year I only had 4 massages that were covered by the membership because I couldn't ever get in (partially my fault because I wouldn't take off from my 9-5 to go)."

"I booked a 30 min tension massage for my boyfriend for his birthday. He went today around 2:50 and received a massage for 15 mins maybe and was pressured and asked why he only booked that for an appointment. Also was bombarded into getting a plan and asking if he wants to upcharge during his experience ( that's not relaxing.) . I was hoping for a somewhat relaxing experience for him. But it didn't seem that way at sll Hope this information helps everyone out. Have a great day !"

"I would have given a 5 star review, until my recent experience. Their employees and many massage therapists are great. Their lobby, bathrooms, and massage rooms are super clean, and have a good atmosphere (the individual rooms have a slight clinical feel, but I don't mind). It's great that there are so many massage therapist because you have MANY to try, which insures you find the one that best suits you. I also enjoy that they do not use oil, but instead a lotion, which isn't greasy at all, and I have personally had no issues with (and I'm pretty sensitive). When you get a membership, it is very well priced; it's $65/month which gets you a 1hr massage (I think the regular price is around $90). If you want a second or third massage in the month, it's only $45/massage. You can also transfer an hour to someone else if you wish. Say I had been charged for my monthly massage at $65, but I wanted to treat my partner, I could transfer my "second hour" to his account for $45. There are also Massage Envy's all over the country, so you can potentially have an easier time getting a massage while out if town. I honestly had nothing bad to say about them, until recently. Due to covid-19, they sent out an email informing everyone that they could freeze their accounts (which would stop the automatic $65 monthly charge). However, the second half of the email communicated that they would greatly appreciate anyone who could keep their accounts open, to help them through the difficult time of having to shut their doors. Now I haven't mentioned that once you open an account, you need to keep it open for at least a year, before your allowd to close it. Taking this into consideration, I figured whether I was charged now or later, ultimately I would pay the same amount for a year regardless of when I was charged. So I thought that continuing my payments would help them out, and I would just freeze my account later (once I'd hit a yr) and then use my back hours I had paid for. I just called them last weekend, as I now have 6 months paid through/6hrs of massages! I explained my desire to freeze my account and use my back hours. Well, come to find out, when you freeze your account, you literally cannot use the account at all, which includes the back hours ALREADY paid for! So essentially I'm unable to use my back hours, unless if I wanted to just get extra massages within the month, bottom line, ensuring they make the most $ possible. HOWEVER, come September (once I've hit a yr), I will be eligible for the option to do a "freeze plus" which allows me to freeze my monthly charges, and use my back hours, for just merely an extra $20/month!! So to be clear, instead of charging me $65/month they will charge me $20/month, just to use the hours I've already paid for, completely defeating the purposed of opening the account for the $20-30 savings in the first place!! At this point I started to get creative, and thought "well I'll just transfer the hours then, and get some friends massages for Christmas." Nope, this realistically is nearly impossible as well. Firstly, you can only do 1 transfer per month. They also cannot be transferred onto a card, but can only be transferred to an account. So if I wanted to "gift" my back hours, I would essentially need to start now, doing 1 transfer/month, to get 4 gifted hours by Christmas, and would need to open each person their own account to put the hour on. I should also mention, that for every transfer you do, there is about a $10 charge (insuring they make yet more $). Bottom line, more than disappointing and frustrating, and instead of being at least appreciated for my support through their shut down (by simply being able to use the hours I've paid for) instead I feel like i've been deceived and taken advantage of. They then informed me that they were rewarding everyone with little massage extras (like essential oils or the like during your massage) - like that $.50 extra makes up for essentially robbing everyone who kept their accounts active - laughable!"