Massage Envy

"So I do like this place but have had cancelations before understandable. I also have missed an appointment before but where I have issue is if I miss my appointment I'm still charged and lose out on a service and they can still book someone for that time. They canceled on me and I simply asked do I get a credit for this loss and it was simply put no. I just wanted a fair exchange and it's unfortunate because I enjoyed going to this location and I don't believe there is value in the customer anymore."

"This location has cancelled 3x on me the past 12 months (the last time one hour from my appointment). I asked for manager to call me and was told they would call me the same day. IT has been two weeks and haven’t heard from anyone . Requested a refund and membership cancellation UPDATE: new manager called after this post assured me things would be different. Scheduled several sessions. First one went great , 2nd one was cancelled same day (again for an “emergency”) asked for a manager to call and it’s been a week ….no communication , no calls or texts."

"Love my esthetician, Sam, and the therapists have always been great. My only complaint is scheduling is a little rough. Massage Envy has contacted me multiple times, on the same day of service, to tell me the provider would not being able to make it to work and my appt would need to be canceled. I tied to move an appt today due to a sick kiddo and they charged me 1/2 the price of the service. Completely understandable.... if they hadn't canceled on me multiple times."

"Bad Experience all around. 90 minute massage my wife purchased for my for my birthday. The massage was suppose to be $120 and they charged me $145, plus I left a $20 tip, was suppose to start at 1:00pm and didn't start until 1:15. Then the massage ended at 2:27, so it was about 20 minutes short of what we paid for. After leaving my room the front receptionist put a hard sell on me to get a membership. I kindly told her that I was not interested and she pushed and try to sell 3-4 more times. I just shook my head and said no again and again. So, after over-paying, being cut short on time, and being hard sold on membership my family and I will not be returning. Update after Massage Envy's response: Thanks for the response, but it appears you have had these same issues months and even years before my visit. If you haven't changed your business tactics yet, it's likely a phone call from me won't change things either. You have 2.8 stars for a reason, instead of talking about "making it right" perhaps you should implement better processes that actually "make it right" from the beginning."