Massage Envy

Jan 31, 2025

This business is managed poorly. This has been my experience at multiple locations, including this one. 1- they don’t remind you or send a receipt when they charge you for a monthly membership. You just accrue credits whether or not you know about them. 2- they have no prenatal care virtually whatsoever. I lost $450 in credits because I was unable to find a prenatal massage at multiple locations (over months and months, I might add) and unfortunately my credits expired. 3- they cancel on you even if you’ve had an appt booked for weeks (such was the case with the one Jan prenatal massage I was able to book back in December). A few days before they just canceled on me, and my credits expired the following day. Despite multiple emails and phone calls, I was unable to get them extended. Do not recommend and will never go back.

Jan 29, 2025

This place is SKETCHY. Not only was my phone stolen from this location but I was sold a blank $100 gift card, sat there for an hour after my massage providing bank statements and receipts showing I had made the purchased at their location. They even said they had record of the purchase but refused to honor the gift card. It's been days of "I'll call you back" with their management for a refund on services that were already paid for. I saw other reviews from people stating similar gift card issues with this place. Believe all the bad reviews, do not go here!!

Jan 05, 2025

They canceled my appointment 4 minutes before close, via text, so then I couldn’t make contact with them to reschedule until the next day. My massage was first thing the next morning. Pretty inconsiderate business behavior.

Dec 05, 2024

First impression is not a good one. I scheduled a 60 min massage, and 2 days later they text me to say they would be changing my 60 min to a 90 minute massage due to a scheduling conflict. Wait what? They made a mistake, yet they want to change my scheduled appointment, and charge me more? Wow, very unprofessional and dissapointing. When I said I only wanted an hour massage, instead of keeping it the way it was, they cancelled my appointment. No apologies given. I would have been a new customer, and now I question even rescheduling with them. Most likely I will book elsewhere :(

Nov 05, 2024

Absolute completely unprofessional place. They change policies last minute without any notice. Refuse to accommodate their clients in regard to the changes THEY made by sending anything via email - instead they make clients have to take off from work and adjust the clients schedule to accommodate Massage Envy for the changes Massage Envy made. No apologies, explanations, nothing. Arrogant, self centered and entitled customer service. Run don’t walk away from doing business with these people. They also charged me for years of membership after I cancelled during Covid so shady business all around. Be very careful when doing business here.

Nov 05, 2024

Not once, but 2x they cancelled my appt and didn't bother to call me. As a mom that needed to get a babysitter this is very disappointing. The receptionist staff are also terrible with customer service and seem stoned out of their minds. I do NOT recommend!

Sep 05, 2024

The worst Massage Envy I've ever been to. The receptionists and some massage therapists don't even know what reflexology is. And...it's a service that they offer! When I sold shoes, I had to know what I was selling, and it's shoes! I cannot believe these ppl have no clue about the services they offer. It's your responsibility to know your job, even if you are an oversensitive receptionist that takes offense to ppl that get reasonably upset when you legitimately mess up their therapy session. So sorry that YOU felt put out. Very judgemental staff and they don't make an effort to make it right when they are a hundred percent culpable. That is customer service 101... hope this company enjoys closing more locations if this is the way they are running it. Also, they are constantly canceling appointments on me. I know this all sounds like I'm being a waspy a hole but if you're collecting my money for a membership that I can barely can utilize and need. What is the point? Please do better. Oh and hi James and Jimmy. Btw this isn't a just one bad experience review. I am not a difficult customer or need to be another troll under the bridge of social media. This bad review has been months in the making and I have been pretty understanding, considering.

Jun 05, 2024

Non stop problems with this location, every single time we book an appointment. Tomorrow we had a message and they sent us an auto email saying it was canceled, no call from them, just canceled via email. Constantly calling in to update things that they mess up it never fails and is so frustrating. This review is for the edgewater location

Jun 05, 2024

Ansel is amazing!

May 05, 2024

Tim was absolutely amazing! This was my first massage and I couldn’t have asked for better. Thank you

May 05, 2024

Very nice

Mar 05, 2024

Sweet staff but neglected facility. For as expensive as the membership and services have gotten, this place needs a freshen up. Doesn’t have a “treat yourself vibe” Unfortunately the credits are what keep me.

Feb 05, 2024

1. Poor front staff communication 2. Prices different from website when you make appointments 3. Will change your appointment and not notify you that it is changed and make you pay the same price. 4.Not good with allergies, be careful and advocate for yourself. 5. Best massage therapist Nick. This was a gift from my close friends doing the best they could after my father past this January. Please don't put your loved ones through what was supposed to help me feel better. I have never been to this franchise before and thought the process was traditional from one company to another. The staff up front ruined it for me. We had 3 separate conversations one, in person day of appointment, two over the phone before I even met my massage therapist all over a two month period. Their first available appointment from my initial phone call to book was two months out no big deal. I took it, ask for the therapist's name for my record. I like to address people by their name. They called me later to change original appointment that therapist is not available ( I didn't know him anyway so it didn't matter to me) and tried to convince me to move to a facial or another less minute massage and just add a facial from original 90 min. Massage appointment made 6 weeks earlier. I had no issues to move therapist's and requested the same 90 min. Massage scheduled as the first time. I was pressured as they tried to get me to schedule a facial I told them at this time I was only comfortable with a massage. I have allergies to products, with massage it's easier using one ingredient. I asked them to look at note made at first appointment to see my allergies. Made no comment and stopped pushing the facial. Me, asking 3 times before second call end if I had a 90 min Massage scheduled. She assured me yes. They also did not give my therapist the note that I am allergic to coconut I found out when I arrived. Something we discussed both phone calls. He was standing there when I arrived and handled it professionally! Most of my confusion from the first phone call while scheduling was about price difference from the website to the store front phone call. We are talking like a $75 different or more. It was as if she didn't believe I had never been to the store or any location at the matter. It made me really uncomfortable to proceed that I was even going to get what I asked for. As I was in the facility filling out paperwork for my appointment a man walked in and had the same conversation I did at the first phone call about prices and website differences from in person. He also inquired why as I did 2 months ago on the phone. He left the store giving them no business unhappy with their answers. That is when I realized they do this with everyone in hopes they continue. ⭐⭐⭐ All three stars go to Nick my massage therapist who did the best he could with what the reception left him with! He was great at massage handled my shock and upset from my appt change from 90 to 60min without notifying me until just when we were set to begin. I was confused about only receiving local area spots I was to pick out to work on because there was no time. We had to make due with the time left 30 min short. I hope he receives the $65 gratuity left for him. I had them take the rest of my gift certificate and give it to my therapist. They also quoted me the same introduction price for 90 to 60 minutes and could not understand why I was upset when I explained after the portion massage type I did receive. They told me to reschedule a 90 min would be $215 if I didn't decide to be on a annual package. I told them I do not like monthly deductions out of my account. They responded with we will notify you, totally not understanding what I was talking about. I even asked them to check the booking history of my calls and appointment changes they made as I felt totally cheated. That is when they lost me, I got the gift to avoid aggravation and relax. Nick you did great. Thanks.

Feb 05, 2024

AVOID AT ALL COSTS. An absolute scam run by individuals who have ZERO concept of customer service, empathy or accountability. I accrued more credits than I felt like I could use in a reasonable time so I wanted to cancel my monthly membership and use the credits I ALREADY PAID FOR. Surprise... they don't allow that! You have to continue paying every single month to be able to use the credits you paid for. Now I'm going through the cancellation process and shocker of the year: they also make canceling difficult! They tell you it takes 10 days (!!!!) to process a cancellation. But also, you cannot cancel if you have an outstanding monthly payment due. Such a racket, such a scam. Stay far away. I've met 12 year olds who could provide better customer service and a more fair system. Notice how all their responses to the negative reviews are canned, copied and pasted, worthless drivel?? Bunch of 🤡🤡🤡🤡🤡🤡🤡🤡🤡🤡🤡🤡🤡🤡

Feb 05, 2024

Always a great massage, no matter the therapist. I had Issac and Nick recently. Both great!

Feb 05, 2024

Avoid becoming a member. You pay every month but may not be able to get a massage every month. I have racked up quite a big credit there but found it difficult to make appointments. I asked for a standing every first Sunday of the month at 1 pm, they can’t do that. They make it incredibly difficult to cancel. I emailed the clinic in November to cancel. Took them some time to respond. They asked why. Took another week to let have them tell me I needed to fill out a specific cancellation form. Mailed it in the U.S. Mail November 15th. I was charged in December but I was expecting that as they said it would take 10 days to cancel. I got charged again in January?! I called yesterday and they said I had to email to forms and they never received my mail. How bad are the workers, they don’t know how to process mail. The massages were great but the Membership is a scam. You will save tons of money by just paying for each massage rather than a constant charge and you may never get an appointment.

Feb 05, 2024

Cynthia was amazing! 10/10

Feb 05, 2024

I had an extremely unpleasant experience at Massage Envy Edgewater, which unfortunately marks the second time this has occurred. As a result, I requested the cancellation of my membership. When I initially signed up, I specifically inquired about being able to use my membership on the first day of each month, and I was assured that this would be possible. However, this information turned out to be inaccurate, as it was clearly stated in my membership paperwork when I was charged for my first service( I went near the first of the month). While this was the first time I encountered this issue, it has been frustrating to receive incorrect information from an employee. During my second visit, I was automatically rescheduled for a massage without my consent after I had informed them that I was unable to attend due to having contracted COVID-19. At the time, I didn't think much of it as I assumed that submitting the necessary paperwork would suffice for cancellation. However, it seems that these forms are not actually used for cancelations, but are ok to use for and rescheduling. I find it disappointing that I was rescheduled using the form and the "no show" but was deducted my credit. When I attempted to discuss these issues with the staff, one particular employee exhibited unprofessional behavior, yelling, interrupting, and speaking over me, despite not being directly involved in assisting me. Based on my experiences, I have no desire to recommend this particular location to anyone. The problems I have encountered seem to be ongoing, with an evident lack of satisfactory customer service. Furthermore, the unprofessional treatment I received, only adds to my dissatisfaction. Additionally, the excessive noise from the adjacent workout studio and foot traffic made it extremely challenging to relax during my sessions. I did infom the staff I would not pay for the session, proceeded to let the establishment, and put an immediate stop payment on my card.

Feb 05, 2024

I love coming to this location, everyone is always so nice and helpful! Especially Hayley she always brings light to my days:)

Feb 05, 2024

I received a gift certificate for a massage and honestly wasn't expecting much, but I was proved wrong today. Tina is an incredible massage therapist who paid attention to the areas I asked her to and avoided those I requested as well. As a bonus, she took my lead and wasn't chatty during the massage which I truly appreciate. I asked for deep tissue thinking maybe I'd get kind a firm pressure, but boy did I get what I asked for. She has expert hands and really got in there. I felt like a sentient noodle on my way out. While I was there I got a facial from Jaylin. I often avoid facials as my skin is extremely sensitive. I expressed that and she told me she'd keep it simple and she delivered. My skin is glowing and so soft! Because I read a few reviews prior to going and the membership seems to be a major sticking point for most, I refused. I would come back for those to practitioners, though, as well as the very kind humans working the front.

Feb 05, 2024

I was looking for more information on the membership and came into this location after lunch at the marketplace. Cherise was very helpful and helped me understand the whole membership deal. Sending my wife and son here to get massages. 👍🏼

Feb 05, 2024

Just as most reviews already say, avoid this place at all costs possible. You can count on your appointments being cancelled the day before, no options to reschedule, and terrible customer service.

Feb 05, 2024

Just like everyone else complaining about the management here. Truly felt like mean girls on the phone while trying to explain my situation to her. I called another massage envy and had a very nice conversation with the girl in cheery creek but unfortunately could not do much since it’s a different location. Speaking to this manager she was nasty, disrespectful, and was not about customer help. After countless bad reviews you think cooperate would take action. Not only did she refuse my service she told me I could never come back to her location after trying to resolve the issue over the phone. She started gaslighting me telling me to stop yelling when I was not yelling calm but trying to figure out a resolution. This location needs serious help and on top of it stole my money and refuses to even pick up the phone for my number. I called back and she cancled my apppontment and gave me zero credits after a personal emergency.

Feb 05, 2024

My kids gave me a massage to say thank you for helping with the 2 year old. Good lord knows after 2 weeks of wedding stuff, gam was worn out! It was a nice gesture but they didn't cross the t's and dot the i's. What could have been a very disappointing day turned into be not only one of the best massages I've ever had, but without a doubt, some FANTASTIC customer service. Denver is not known for good customer service, but I believe the young lady who took care of everything is Holly. Maybe Molly and im sorry if I messed that up. She called for the credit, made the arrangements and she did all this while I was getting my much needed massage. She did not make a fuss about doing this. She could have sent me home or made get a hold of the newly weds...but she jumped in an sent me in for my massage.Thank you for your very good and kind service. Now, Issac was my massage therapist. The first thing he noticed is that the info he was looking at didn't match me. I'm neither young or a man. He explained why he needed afew facts about my health...such an astute therapist. I was already impressed. But then....oh lawdy...His hands are gold. Because I travel all over the world, one thing I try to do is get massages everywhere I go. Issac is a magician...Im sorry he doesn't live in Alabama. Thank you again for making my travel day a great day. I will come back the next time in town. Absolutely fabulous!

Feb 05, 2024

So glad I didn’t listen too these negative reviews! The girls at the front were so nice and were able to help me get a gift card with ease! Will come back to this location in the future.

Feb 05, 2024

Staff is very friendly and professional. Loved my therapist Isaac!

Feb 05, 2024

The massage I received was satisfactory but the place made for a less than satisfactory overall experience. The room was dirty, oily fingerprints all over the walls. The carpet smelled and looked wet and dirty and was the overall smell of the room throughout the duration of the service. When I left I had to use the microfiber sheet to wipe the excessive oil off my body. I think there was so much oil that my clothing will be stained from having to put it on with all the oil. For the price, I will not return due to general lack of attention to the overall therapeutic experience that getting a massage should be.

Feb 05, 2024

This business is a scam and some of the most rude, threatening and verbally aggressive customer service staff I have ever experienced. I had and evening appointment scheduled and contracted food poisonings or the flu after lunch and have unexpected gastrointestinal issues that was not expected or foreseen. I called to reschedule and the front desk attendant was rude, would not let me speak and just kept speaking over me. her tone was aggressive and rude and she said "you should have known better these things don't just appear, we're charging your card and we don't reschedule". When I asked to speak to the manager, she kept talking over me and yelling, and gave me one excuse after the next including that no manager existed, the manager does not accept calls, the manager wasn't there. When I asked for the manager name and email, she refused and would not let me speak, then hung up on me twice. I could not believe an adult could act that way in public as it was so mean and aggressive. Please save yourself the verbal abuse and go elsewhere. This place does not deserve to be in business.

Feb 05, 2024

Tina gives an amazing massage! This is my second session with her and she’s consistently strong, creates balance on both sides, and is able to accommodate all pressures.

Feb 05, 2024

good massage nice staff

Feb 05, 2023

I’m so happy I didn’t take in consideration all these negative reviews I saw on here cuz I wasn’t disappointed. I came with zero expectations as it should be when you’re trying a new spot and new person/esthetician/masseuse. I had a regular facial today. The girls at the front desk are super sweet and welcoming, Cinthia ( apologies if I misspelled it) was the one who did my facial and was amazing. She let me know every step she took and while waiting for certain products to stay on the skin she gave a very relaxing neck shoulder and arms massage. Very unexpected as they’re not obligated to do so. Thank you so much

Feb 05, 2023

Stay far away from this place! They will lock you into a 12 month contract and you will be unable to book a massage for months. When you try to talk with the front desk about the problem, you will be treated rudely and you're problem will go unanswered. Simply put, they will charge you for a service that they cannot provide.

Feb 05, 2023

I’m new to the area and found an amazing massage therapist at this location. Brandon Hines was phenomenal here. Now he’s at the Westminster location and appointments are already booked up. I’m unable to schedule with Brandon and they’re forcing me to choose a therapist at this location. This is poor management at its finest.