Massage Envy 358 Broadway, Saugus, MA 01906

"Had an amazing facial with Arlene yesterday. She was so genuinely kind and we had a very pleasant conversation. The extractions barely hurt at all she had such a gentle hand. I left feeling completely refreshed. Thank you Arlene!"

"I have been trying to cancel my membership for over a month. As soon as I sent in the cancellation form, they stopped responding to my emails. My card was then charged again, so I followed up reminding them my membership should have been cancelled already and that I expect a refund for the last charge. They still haven't responded, so I am leaving this review in the hopes that they will see it and decide to do the right thing. My experiences with the massage therapists, have always been great. The monthly fee just became too expensive, and after this experience, I wouldn't go back to this branch just on principle."

"I did find a massage therapist I like & have been going for a year. However their booking system and staff are not up to par. Over the last two months my appts have been cancelled without notice. I even arrived to my “appt” this week and was told I didn’t have one. When asking for staff to assist in trouble shooting why this was happening. They were absolutely useless, did not offer any follow up, did not apologize, didn’t offer to rebook. Just absolutely annoying. Do better."

"My experience with my therapist, Ines, was wonderful. However, the manager was extremely rude and abrasive. I had an appointment scheduled for the previous week, and on the day of I got sick, and therefore was unable to make the appointment. I called to cancel, and after asking if I would be charged a fee I was told that if I cancelled there would be a 50% fee, but if I rescheduled there would be no fee. After hearing this, I rescheduled for the following week. Directly after rescheduling I saw that I was charged 50% of the cost, so I assumed this was to prevent any further cancellations. I went to my rescheduled massage and had a great experience with Ines, but when I went to check out, the receptionist told me that I owed the full amount. I explained that I had already been charged for half and had been told on the phone that there would be no fee. The receptionist went to get the manager, who I then heard loudly complaining about me, saying that I am “not even a member” and “didn’t keep the same therapist” (never once was I told that keeping the same therapist could be a requirement for rescheduling). They both then came back to the counter, and the manger rudely told me that “their rules are their rules,” and cancellations within 24 hours get a cancellation fee even if they are rescheduled. I told her that this is not what I was told on the phone, and that I probably would not have rescheduled if I knew that was the case. Very upset with the way I was spoken to, especially since I was going by the information given to me by whichever receptionist I spoke with on the phone. If this is the customer service that Massage Envy provides I will not be returning."