Massage Envy

Feb 02, 2025

I'm sadly disappointed in the resolve to my issue. I was given a gift card for my birthday. I explained to the receptionist that I list it she asked me a few question and said " unfortunately I can't see it" and then said you might want to stop by the highland store where it was bought. Which I dudbut that receptionist was having a lengthy conversation with a client. Why couldn't that receptionist called and asked instead of me having to do all this running around. There definitely should be more efficient processes in place for situations like this. I mean cmon with all the technology out there you mean you're just out of luck....BTW 50% charge for canceling same day. I would of rescheduled not sure if I want to now. Just really terrible customer service.

Jan 08, 2025

So I went to message envy in surprise. Had a message therapist was great. Front desk people are wonderful. I go to check out and find out i have no credits left for the message. I received I usually have a ton of credits so I thought the message was covered. I didn't have the money to cover a 98 dollar message I asked of they would run my card in a week and was told they needed to contact a manager. The manager calls is rude tells me it's not not up to her front desk people to let us know if we have credits left. Then I am accused of stealing. And that I need to stop being rude to her front desk people and proceeds to hand up on me. I have been a customer of message envy for years this has never happened to me before. It leaves a bad taste in my mouth

Nov 05, 2024

Horrible company! I fulfilled my one year membership and I'm still attempting to cancel it. They continually charge me. Every month I call and the conversation is the same. I have sign their cancellation contract and the manager is the only one allowed to provide the contract. The Manager of the location is never in the building when I arrived. I have attempted to make an appointment in attempt to have someone present to resolve the issue with no success and they continue to charge my card. I left my number and no one returns my call; however I am able to receive the automatic text from the business. I despise this company! Steer clear!

Sep 05, 2024

I warn anyone who is thinking about joining this organization. I and my fiancé have been so upset we signed a contract with them and we literally have only had one massage each and was a total unacceptable lack of professionalism. We’ve paid a total of $514 and the message therapist had no experience with massaging and also found out they lure you in with all these promotions but in little print when signing, it’s all a scam. If you want to throw money away, then this is the place. The worst business I have ever done in my 47 years.

Aug 05, 2024

Their management dismissive and unresponsive and their cancellation process is a nightmare. I’ve had such difficulty working with them. Ironic how infuriating this company is when they’re purporting to offer wellness. Horrible experience.

Jul 05, 2024

Cancel your membership now if you haven’t already done so! Continue to raise rates and cancel appointments, waste of time!

Apr 05, 2024

I had accrued multiple free massages over the course of a few months, and Massage Envy randomly told me they all expired at the same time. This is literal theft, and you should do everything in your power to stay away from this company. There is a reason the reviews are nearly 100% 1 star reviews. DO NOT GET SCAMMED BY THIS COMPANY

Feb 05, 2024

August 4, 2023 I had a massage scheduled at 30985 Orchard Lake Farmington Hills, Michigan 48334 location and it was wonderful!!! The massage therapist I had was absolutely the BEST! Come to find out that was her first day. I told the receptionist that I want her down for my future massages. The receptionist said that her calendar wasn't available and that she would give me a call when it does. I received a call a week or so later advising her calendar was opened so we scheduled an appointment for September 8, 2023 at 9am. On September 8, 2023 I arrived at Massage Envy only to be told I did not have an appointment because it was cancelled. I said canceled by who??? I never canceled my appointment nor did I receive a phone call. This is totally unacceptable! I drove 40 minutes only to be turned away. I don't have time nor the gas to waste! The receptionist offered a facial which I declined. A facial is not acceptable.

Feb 05, 2024

Bought a bunch of gift cards for their cyber-monday promotion. I was supposed to receive bonus gift-cards back to myself. This advertisement was all over their website. After purchases I never got my bonus gift cards. When I reached out to support I was told that the promo was only valid for in-person bought gift cards, not online. They shared the fine print with me that apparently was noted when I bought. They had it hidden in fine print! When I asked for a refund so I could purchase in person I was told that there are no refunds on gift card purchase. Bad customer service all around here. Also deceiving business practices. Why would a company advertise a cyber-monday promotion all over their website and then hide the fact that the promotion is not available for online purchases. 1/5 stars

Feb 05, 2024

Horrible company! I fulfilled my one year membership and cancelled it. They continually charge me. I have signed their cancellation contract and have a copy of it. Had to dispute it with my bank 3 months ago. Now this morning, I see two months of charges deducted from my bank account. Manager of the location I had my service at will not return calls and is oddly never in the facility when I stop in to discuss the matter. Their suggested gratuity amount is absurd. Pay your employees properly and stop putting that on the clients. I despise this company! Steer clear!

Feb 05, 2024

I am trying to talk with the higher Management on Misinformation and Poor customer service Thank

Feb 05, 2024

The most unprofessional company I have ever had the displeasure of doing business with. They make it extremely difficult to cancel your membership. Managers and workers at franchise locations just use the "sorry this is told to us by corporate" when trying to cancel, I have been trying to cancel my membership since October and have gotten the "run around" by management. When asked if I could transfer my 1 remaining credit to my wife, they told me there is a $10 fee. They will nickel and dime you to death. I will NEVER do business with Massage Envy again and will tell everyone I know to stay far away from this company. The entire companies process needs to be thrown in a fiery dumpster and started over from scratch. They will prey on consumers as long as the government allows them to run their company like the mob.

Feb 05, 2023

BUYER BEWARE I Purchased a $100 Gift Card and mailed it to a work colleague in another state. When my work colleague tried to use the card it had a $0 balance. Store Manager Cheryl at the Westborough, MA location acknowledged that her staff never loaded the card balance but she refused to issue a refund. Instead, she asked that I have the card mailed back to me and bring it back into the store. I reached out to the corporate office for assistance and no one responded. They have a phone line dedicated to "gift card issues" but no one answers or calls back.

Feb 05, 2023

Good massage poor counter help at Tempemarket Place location

Feb 05, 2023

Horrible customer service, lack of professionalism, can’t wait to cancel after all of my sessions are used. Getting sessions has been a nightmare. They’ve been canceled or said booked and there’s no appointment in their system. Worst company ever.

Feb 05, 2023

I had the membership. Went through all the hoops to send whatever email and filled out the forms they asked me to. They are still charging me 85$ a month. Every time i call they say they fixed it. No one knows what they are doing there. Stop charging me. I do not want your services- i had you for a year paid in full and now you are charging me a monthly service fee for what ???? Awful greedy company. Membership is not worth it, facial’s are not worth it. You can get all these services anywhere else and they wont take advantage of uou like this company.

Feb 05, 2023

I have been a member since 2009. I am in the Marine Corps so move often and am not home alot. During my last move the office in Seabrook NH closed. Now the franchise owner is saying she will not honor my 21 credits, $1,260 worth of services I have paid for. Literal theft.

Feb 05, 2023

I have had a membership for many yrs with a Littleton, CO location. When Covid hit and they couldn't keep their doors open I chose to continue supporting this site by continuing my monthly dues being withdrawn from my account. Fast forward to 2021, I manage a business that is having its own Covid issues and I an responsible to keep the business staffed. I can't always get in for a massage, if I try to find an appoint. their booked for weeks out!! I asked to freeze my dues being I had 12 massages built up. The managers answer was we can do a freeze plus but you'll get charged 20.00 a month to do it. So I need their support during this time and now they WON'T budge!! Don't fall into the trap, find another company! Side note, the massage therapists are amazing!! Tried the portal in the response....it's a black hole! Will be seeking advice on the matter! Reached out to Sarah the store manager and when I asked to speak with someone above her, she replied I am the only point of contact and you cannot speak with anyone else! This is the biggest disappointment for someone who is been with Massage Envy since 2018. Someone in the ownership needs to do better!

Feb 05, 2023

I will never step another foot in their doors.

Feb 05, 2023

I’ve signed up for yearly membership and I told them that I’m traveling out of the US for work. So they confirmed while I’m away I have to inform them so they pause it. I called multiple times no response and I left messages but again no response nor calling me back. And yet they’ve been deducting from my credit card on a monthly basis. Even before I travel whenever I try to call mostly no one responding or they are fully booked

Feb 05, 2023

Management is awful. She is very rude and treats customers poorly

Feb 05, 2023

Massage Envy will not let me cancel my contract. The verbiage of the contract is designed for intentional entrapment. It says “you may cancel…” but then later states a line about “extenuating circumstances” that allows them to refuse cancelation at their discretion. Corporate offices are completely non-responsive.

Feb 05, 2023

My husband bought me two gift cards for mothers day. I tried for almost a year to make an appointment with no luck. Either no one would answer it. They were booked full. I finally got an appointment but had to cancel. I canceled well within 24 hours. Six months later, I went to use one of the gift cards, and it had a zero balance. They called me after I was driving away to come back. I came back and asked to talk with a manager. She was not there, so I said, please do not process my card until someone calls me. Ten days later, they processed my card, and no call. I called them and got a call back the next day. I missed the call but was in the area, so I went to the store to talk with the manager. She was extremely rude and not helpful. There was no way she said she could help us, and we needed to call corporate. The way she talked to me was so shocking I was shaking. On the day of my facial, I walked in the door to a lady pumping hand sanitizer in my hands without asking. The lady who gave the facial would not stop talking about random stuff. The facial was supposed to be one hour, and it was forty minutes. The manager said they brought me back early, which is not valid. I was in the waiting area until my appointment started. The facialist was very rude about the products I use at home. The experience was horrible.

Feb 05, 2023

My wife made an appointment for us both to have massages. When we showed up, there was only an appointment for one. She works out of town and our time is limited. The frustration we felt from something that was an oversight from them was real. Providing add ons at a later date does not fix the situation when you only have one day, and you built that day around massages

Feb 05, 2023

The customer experience of this company could not be worse if you intended it to be. Sweet but incompetent front desk staff, non existent managers who create billing problems and then don't return your weekly call to try and resolve for over a month. Front desk staff will not disclose the manager's schedules so even if you were willing to make an in-person appointment to resolve, that too, is impossible. My membership was being charged to SOMEONE ELSE'S CREDIT CARD for months... because the manager of the DTLA branch Abbey (no last name) entered it that way. She then must have realized her mistake and then froze my account and as soon as I came back in for another appointment the front desk person charged me four months at a time in order to "unfreeze" my account... which was confusing. I've been contacting Abbey every week for over a month now with zero response to resolve and correct my account. Also, although I've received no services, my account is now somehow one credit short of where it should be and I have no recourse as the front desk staff can only leave a 'post-it' for Abbey who has not responded to a single call. I want a full refund and to never deal with this company ever again. I also, don't like taking to this type of communication to resolve a really simple billing error, but the staff and practices have left me no other choice. Really disappointing. Steer clear. You get what you pay for, this business model renders a really poor experience, which is a shame, because there are some good therapists there...

Feb 05, 2022

Great service. Took care of my issues within hours and was expecting it to take days or weeks. Thank you!

Feb 05, 2022

I am so upset, corporate or franchise do not return calls. My appt was canceled 10 minute before my appointment and they wanted me to return 3 hours later when i was already at the location. I received a "I am sorry" that's it? I have been a faithful member for 5 years.

Feb 05, 2022

I finally scheduled a massage at the location in Park Ridge, Ill in late July after supporting this business with my monthly payments throughout the pandemic. I requested a vaccinated therapist and was told my request violates HIPAA, which it does not. The staff was just horribly rude and argumentative when I made my request. I am acting in a responsible way when I do not spend 90 minutes in a closed room with an unvaccinated therapist. (That the location allows unvaccinated employees is just beyond me.) I’ve made repeated requests with the location and the franchise owner to refund me my unused credits. I’m yet to be refunded. Horrible. I reached out repeatedly to the corporate office -- I left voice mail messages and filled out their contact form. The message, below, is five weeks after my initial contact with the corporate office and the only response from corporate I received. The franchise owner did reimburse me for my unused credits. I received the credits about three weeks after my appointment and first complaint.

Feb 05, 2022

I started a membership about a year ago after getting a gift card from a family member for a massage. Every month they were taking out $60 which is not a problem because I kept telling myself you know I’m a go get a massage and you know just use what I’ve been paying for basically. In March I decided to cancel the membership because I wasn’t using anything I was just having money come out of my account I went to the store in Harker Heights went and filled out the form that was needed to cancel the membership delay you told me ahead Exemouth of days to use what I have saved up or if not they just gonna go to Waze. After two months no withdrawal from my account OK cool look at my account about two days ago and noticed there was a with drawl for $60 same as amount as if I had a membership call the store 3×1st time told I was going to call deck manager was busy second time told her we didn’t call back because the manager was busy third time today I called managers in a meeting going to get a call back. Tried to call the corporate office number that was on file via Google called it straight to voicemail told to leave a message didn’t want to leave a message want to talk to representative. Future customers beware this company cares nothing about its customers all they want is your money you try to call and get your money back or resolution is to get your money back told all the PaperWorks probably sitting on somebody’s desk, maybe they haven’t gotten around to it I don’t know either way if you can cancel your membership cancel your membership right away.

Feb 05, 2022

I tried to cancel my membership after a year with them because there prices went from 65 to 70 dollars. I sent them an email to cancel and they told me it would take 10 days to cancel and I would be charged the 70 dollars! They never contacted me to see it that was what I wanted, they never checked up with me just took money after I sent them an email. They sent me a form to fill out 2 days after I emailed them! Bad business practices and I will fightout.of principle for my money! I suggest you to not ever go to them!!

Feb 05, 2022

I’ve been a member for years and liked the flexibility of multiple locations around the country due to work travel and frequent relocation. The past few years I have accrued many credits due to pandemic and then retirement and moving. Despite trying over and over and re-downloading the ME application, it doesn’t work at all and NO ONE answers the phones at the locations I use,,, but despite this, the answering message instructs you to book on line 🤬 The only way I have been able to get an appointment is by going in, which is extremely inconvenient. In the past the service has always been good but trying to get an appointment has become so difficult I regret ever signing up for this. It would cost me less in the long run to go to a high priced spa. I’m so disappointed and feel like they have my money, I can never be refunded so they just don’t care.

Feb 05, 2021

I've lost $630 due to Corona Virus and foot surgery. The Bradley Park location was unwilling to refund my money, and I was unable to collect 10.5 massages due to me because I am moving to the U.K. Do NOT spend money with this company.

Feb 05, 2021

My son cancelled his membership over six months ago and they just took fees out of his account .I don’t call that very professional.need the money refunded

Feb 05, 2021

My wife was a paying member of the Coppell, Texas Massage Envy (ME) for over eight (8) years. She paid ME over $6,000 plus gratuities to the therapists. Well, at our senior citizen age, she developed a health issue that prevented her from getting the services she had paid for covering 11 months or $715 paid with NO services received. We attempted to negotiate a compromise to get my wife the 11 massages she had paid for. This attempted compromise was not acceptable to ME Coppell. The manager at ME Coppell wanted my wife to continue to pay OR freeze her membership and receive NO services for 6 months. This manager resigned soon after giving us their decision. The ME Coppell manager told my wife and I, in a face to face meeting, that they really do NOT have customers who stay with ME for 8+ years. So, there you have it, ME does not care - they just want to keep charging your credit card - get your money! To h___ with long term customers!

Feb 05, 2021

Such disturbing and unethical behavior by the corporate office. Every time I attempt to cancel membership or place on hold because of the pandemic they deflect and tell me to contact the local franchisee where I originally registered (despite having moved). I then call the franchisee and they claim they never received any notice from their corporate office and that I need to cancel with them. I then contacted the corporate office again and they stated that they relayed the message again to the local franchisee, but that they would not be able to provide the name or address of which location it was! Meanwhile, 4 of the 5 appointments that I have scheduled have been canceled last minute because the front desk clerk admitted that the staff is getting paid more on unemployment rather than providing services. Massage Envy is a bad actor and highly despicable. Update to my review: I was finally able to freeze my account and selected 6 months. 60 days later I was rebilled because their internal policy is to only freeze 30 days at a time per a customer’s request. Thus, clients have to know to then resubmit the freeze request every 30 days! What made it even worse was that they would not refund me the charge and the manager had an attitude as to why I wanted to freeze my account. Update from BBB on 11/03/2020: RE: Complaint ID # 14597196 In regards to your correspondence concerning Massage Envy, your position was communicated to the company. We regret to inform you that BBB was unsuccessful in obtaining a response from the company. When a business does not respond to a dispute, its report with BBB is updated to reflect an unanswered dispute which has an adverse affect on its BBB rating. If the company has contacted you, please let us know so that our files may be updated. If not, we regret that BBB can be of no further assistance. We appreciate you taking the time to contact BBB and report your experience. Please be assured that your complaint will remain in BBB’s file for this company for three years, and may be referred to if a pattern of similar practices emerges. Brendon Becker Your Better Business Bureau

Feb 05, 2021

Wow. Terrible customer service, I called the store I signed up with, Las Colinas, TX, to cancel my membership due to moving to another state. The lady on the phone was very hostile about the membership cancellation and refused to do it since I have a location near my new home. Well given the environment, there is no way I can use this service with the store being closed and the closure is indefinite. Plus I will not be comfortable getting touched by a stranger who is touching other (potentially sick) people all day long. I didn’t mind the membership prior to Covid but we live in a new environment now and this company is failing to recognize and adapt with surroundings. I’ll be sure to share my experience with friends and family members so they can avoid setting up a membership with this company. Update as of 10/19/20: I was told that in order to get another 6 month extension, I would have to make a payment. They refuse to cancel my membership or refund me on a service I can’t use and now won’t extend the freeze on my account. The only option I have is to use the service in my state which is still locked down and Covid cases are on a rise. They said they would only cancel IF a doctor gives me a note and only if THEY approve it. Feels like fraud to me. Charging customers for something they can’t use and that would jeopardize their health. Seems like a smart plan.