Massage Envy

Oct 06, 2024

I showed up 20 minutes early. I sat and waited in their lounge for 35 minutes. When I asked the front desk if my masseuse was running late, she went to get him. After going into the room the masseuse tells me there is a problem and I need to go back to the front desk. I speak to the receptionist and she tells me none of my paperwork saved. I fill it out and go back to the room. The masseuse then tells me I can’t get a massage because he doesn’t have time before his next client. They offer to rebook and give me a free upgrade ($15-20 value). Will NOT be returning here.

Feb 06, 2024

I am writing this review for the sole purpose of cautioning others before relying upon this location for a guaranteed massage if you need one. I booked an appointment online in advance for 11/22 due to experiencing pretty bad muscular shoulder pain and needing a deep tissue massage. I received a call/voicemail the day before the appointment (11/21) only asking me to call them back to confirm the appointment. I called back to confirm, spoke with a live person at the location 24 hours prior to the appointment time, and was suddenly told that they were "trying to get out of there early" the next day (it would be the day before Thanksgiving) and asked if I could move my appointment to 3pm instead of 4pm to accommodate their departure. I agreed, changed my work schedule, and moved the appointment. The next day, just a few hours before the scheduled 3pm appointment, I got a call telling me that they were closing early for the day and could no longer accommodate a 3pm appointment. When I protested because this appointment had literally just been moved and confirmed the day before, they transferred me to who I assume was the manager, who told me two different variations of why they needed to cancel my appointment: (1) They have decided to close early today so their computer system would no longer be operational at my scheduled time (which makes literally zero sense for a corporate chain), and/or (2) I booked online and there were two other appointments booked on top of my now 3pm appointment, which is "a common problem with their online booking system" (again, makes very little sense for a corporate chain with 1,150 franchises nationwide). When I sought clarity as to which issue was the actual issue with my appointment, after it had been moved and confirmed the day before, I was told that both issues were actually the issue and that she was going to have to cancel the other two appointments for other customers as well. She offered to reschedule my appointment to the weekend, when I am unavailable (again, holiday weekend), and then essentially just said to just come in today anyway and that she would make someone stick around and figure it out. Not really an appealing option to receive a massage from someone who now knows I am the only person standing between them and going home early. I'm also no longer inclined to rely upon them for a guaranteed appointment time (either now or in the future), nor do I trust them to honor a commitment. I cancelled the appointment and won't be rescheduling. I'd be curious as to whether their corporate folks are aware that their franchisees decide to randomly close early and turn away business. I totally understand and support giving your employees time off to prepare for Thanksgiving - but please try to employ better business practices, communicate better (well in advance if there is an issue), and don't leave people who are counting on your services in the lurch.

Feb 06, 2024

Kelly is the best!

Feb 06, 2024

Melissa H is incredible! I have been going to her for facials and I am thrilled at the results. I HIGHLY recommend her!!!

Feb 06, 2023

Booked massage on app with profile that has been active for years. It said amount due was $75 for 60 min massage with money due at appointment. Massage went from 5:04-543. Always expect to lose some time but Our initial chat took about a minute, and was unrobed in less than a minute. Therapist was gone for literally 8 minutes. Wasn’t happy when it ended 17 minutes before hour was up. Massage was ok, nothing special. Go to check out and the kid tells me it’s $125 plus tip. I explained that I booked it on the app and it said $75. He then said that’s only for new clients, and I’ve been a customer for years so that doesn’t apply to me. I expressed my frustration and he clicked buttons for a few seconds and said there was nothing he could do. STAY AWAY!! Have NEVER received a massage worth $75 from a massage envy let alone $125

Feb 06, 2023

The upfront staff is rude unfortunately which made my experience unpleasant. My esthetician Kaitlyn was so kind and sweet and made the experience nice though.

Feb 06, 2023

This company canceled my membership when I had been a customer for over a decade. My credit card was lost , so I got a new card. They contacted me about the payment, and I spoke with a lady on the phone who assured me that my account would be paid up and not canceled. Well it was canceled! I had over 13 massages prepaid,can’t honestly remember how many but it was a lot! I never put my account on hold during Covid-I kept paying them! I helped them stay in business by keeping my account open. I asked to be reinstated and I would fully repay the account for the charges. No deal! I cannot believe that they can do this in good conscience. What a scam organization! Why did I have so many massage credits you might ask; it is because I could not get in during Covid then after Covid, could never get an appointment because of their continual staffing problems. Horrible management.

Feb 06, 2023

Very bad experience without even going in to the location. Whoever picks up the phone needs more training. Called various times trying to get on the schedule with Sharon and I always got told I will get a call back and I’m still waiting. I called today and I was told her next available is in September but I called in April to get on her schedule. Very unprofessional!

Feb 06, 2022

I got this review saying I visit them three days ago. Not true. I haven't been there in over ten years. Why do they do this?!?!??

Feb 06, 2022

I tried to schedule an appointment and it was canceled before the date arrived. This has happened more times than I can count lately. I have had many cervical fusions and asked the person on the phone to recommend a therapist with experience. She said she needed to check with the manager to see if they had anyone there that could help me (basically qualified enough) The manager’s answer was “any of the female therapists would be fine”. I have been with Massage Envy for 15+ years and other locations have always taken the time to know their therapists, recommend someone who would be best for my situation and match me with the right person. What was on the other end of the phone was not only lazy, but completely reckless and dangerous. I am shocked at the unprofessionalism and lack customer service at Massage Envy in Arboretum.

Feb 06, 2021

3 cancelations in 1 month ridiculous. And the person that called me basically told me oh well things happen. Really? I'm done. Once my membership is over I won't be renewing

Feb 06, 2021

I have been charged two times now with no service provider. I spoke with someone when the pandemic started and let them know I could not afford it due to the pandemic. Here we are months later and it’s coming out of my account again. Employee shows no sympathy and will not reimburse money even though I’ve never had ONE SERVICE DONE!!!! They have gotten too much money and no service provided to not be willing to reimburse.

Feb 06, 2021

I’ve been going to this location for a little over two years! I’ve never had a problem with any of the staff and I’m always greeted at the door with a smile!

Feb 06, 2021

So I was having repeated difficulties (rarely answers phone and when they do leave you on hold for ever) making an appointment for one of my clients, at the South Park location per usual. I called the arboretum location and spoke with Brittany to help me resolve issue at South Park location . I explained the situation and the fact my client lived in South Park area so that location is convenient . Brittany took time out of her day to help with another locations scheduling and lack there of professionalism. She pulled up client info then called the South Park location and found resolve! Brittany!! You are a rock star!! As a woman with a personal assistant business it is my responsibility to make sure my clients needs are met .Time is valuable and Thank you for understanding that my time is valuable and my clients needs are important!

Feb 06, 2020

Alexis was wonderful!! I really appreciate her bringing in new techniques like manual manipulation and stretching to my swedish massage. It was relaxing and productive at the same time!

Feb 06, 2020

Ask for Katara for amazing deep massage!!! I have had a few massages here but she has by far been the best!!!

Feb 06, 2020

Great massage services

Feb 06, 2020

I have enjoyed every experience so far. I have had massages and facials.

Feb 06, 2020

If you are thinking about getting a contract don't do it! When it's time to get out of your contract there is a problem! I tried to get out my contract I called a month before time they told me to cancel on the 22nd of May. 22nd of May came around I canceled my contract. Someone called and told me that I was a bad customer LOL. I had a six-month contract I only went four times because I am a CDL truck driver. I told them don't start the b******* because I was a good customer and now that I'm trying to cancel, now problems are coming up. She said she would let me out my contract when I told her to take a payment out on Friday which was six days from the time I talk to her she said okay but took the money out my account the very next day. LOL if they asked you to do a contract please do not do it run! It's not worth it, when it's time to cancel. I was a member at Arboretum. Never again!

Feb 06, 2020

Very expensive,not worth the money spent

Feb 06, 2020

Very hit or miss. Some really bad therapists and the few that are decent are always booked 5-6 weeks out. I left a session half way through because it was so bad. The therapist basically was just rubbing oil all over. I asked how long she had been doing it and she said she was one of the original therapists there. I tried to wait it out but had to tell her to stop it was so awful.

Feb 06, 2020

Wow I’ve never felt such negative mojo when I went to a massage Place! Evidently the girls upfront don’t like each other.

Feb 06, 2019

Buyer Beware. This MF’s will charge your account even when you haven’t used the service in months. I mean ddaayuuummm, is Massage Envy that hard uP for a bag$?

Feb 06, 2019

Cindy is wonderful

Feb 06, 2019

Even though this is a chain and the service is supposed to be the same in every location, the Arboretum Massage Envy remains the best location in Charlotte. I’ve been a member here for several years because of both the front-office staff and the astonishing massage technicians. Highly recommended.

Feb 06, 2019

From the staff to my amazing masseuse, this location is fantastic. I have many back issues and my masseuse, Megan, always knows what to do to help. I am a believer in massage therapy now!

Feb 06, 2019

Very professional, excellent massage!