MassageLuXe

Feb 01, 2025

Ive had a membership for over a year with this location & due to the nasty attitude of the receptionist i spoke with on February 1st 2025 @ approximately 11:05am ( she refused to provide her name by the name, stating & I quote “i don’t have to provide you that”) I've decided thats its about time that i cancel my membership. i called requesting the balance of my hours, she placed me on hold without saying she was putting me on hold then came back on the phone with a nasty attitude. I requested a double appointment for my boyfriend and I , and theres no availability for this Saturday or Sunday so i said okay what about next Saturday? She then started spewing the availability with-again, another attitude . Idk if she’s having a bad day but she should’ve called off if thats the case.

Jan 29, 2025

If I could give it 0 stars, I would! DO NOT I REPEAT DO NOT GET SCAMMED BY THESE PEOPLE! They make it seem like it’s a simple subscription that you can cancel at anytime. I really wish I would have read the other reviews prior to signing up. I stayed for 4 months longer than I wished to because of their crazy unrealistic cancellation policy. The therapist was good unfortunately I cannot support a business who takes advantage of people. I wouldn’t even work here as a therapist or esthetician because people will boycott this business for this exact reason. DONT get suckered in like myself and others. Never ever again!!!

Jan 22, 2025

I made an appointment a week in advance for myself and my best friend who was in town they canceled her appointment and claimed they called her and left a voicemail however she never received the call or the voicemail. A blond lady with blue eyes said I would lose my membership hour if I did not get my massage and that I had to contact Groupon for a refund for her massage, I asked for her name and she declined to give it to me and said they are not required to, my friend had to wait for me for an hour. They will never lose it will always be on you. DO YOURSELF A FAVOR AND GO TO THE PALM HARBOR LOCATION I’ve been going there for years and have never had a problem. She should have made a note to herself and call us again the morning of the appointment to let us know they cancelled hers and then cancel mine. VERY POOR CUSTOMER SERVICE.

Jan 22, 2025

They got me with the "this is not a recurring subscription offer.." sure enough, a couple months later I'm seeing charges. Crap massages also. 0 stars, way to piss off your locals, dumbasses.

Jan 05, 2025

**LISTEN TO ALL THE BAD REVIEWS DO NOT GO HERE** Just like almost everyone else who gave a bad review, If I could give zero stars, I would. Nothing about the experience was pleasant at all. The front staff was very rude did not make eye contact when you came in, just sitting around on their phones. The massage was extremely mediocre. It was supposed to be deep tissue, but it was barely any pressure at all. And she forgot to massage parts, which was extremely weird. I got a couple Groupons for this place as well as the Palm Harbor location, For a facial and massage and I asked if I could schedule it back to back which I do for every single Groupon I’ve ever had and they said no I can only use one service in a year. Even though they let you buy multiple Groupon, you still can’t use them so I got scammed into buying them and then telling me I can’t use them. And then I went to make an appointment at the Palm Harbor location and they said since I went to a different location, I still wasn’t able to use one of the services I purchased just because it’s the same company. Even though it allowed me to buy them on Groupon, any other service I’ve purchased on Groupon will tell you that and not allow you to buy any more. I tried to reconcile this with a company as well as Groupon and nothing worked. So by this time I tried gifting them to people. And they said they couldn’t honor the full amount of the Groupon since they only had availability after the expiration, even though we scheduled it before its expiration. Any other massage place I’ve been to will honor the Groupon as long as it’s before the expiration when they try and schedule it. Even at the beginning before all of this happened, I called to schedule my appointment. I gave them all of my information. And then on my way to the appointment, I had a couple of voicemails saying they needed payment ahead of time for the service and then a second one saying that they were going to cancel my appointment. I called them and said I am on the way and I have a Groupon so I shouldn’t need a card on file. They said they couldn’t find it, So they were canceling my appointment and I told them that the Groupon had disappeared since I already gave them all of their information. They said there was nothing they could do and I’d have to contact Groupon, even though they were the ones that messed up and didn’t write the code down that I gave to them. So that was already a bad experience and then I tried to call and make another appointment. I had to leave a voicemail and no one ever got back to me so I had to keep calling just to make this horrible appointment. And after the appointment they try and push you to buy more services. I have used Groupon for a very long time, and I have NEVER had such a horrible experience, let alone felt the need to write a review about it.

Jan 05, 2025

DO NOT SIGN UP FOR THIS SCAM! I would give Massage Luxe zero stars if I could. My wife and I were persuaded to sign up for a 30-day trial membership at a discounted rate, with the promise that we could cancel anytime and use the massages at any of their locations. We specifically mentioned that we were going away on holiday, and they reassured us it would be easy to cancel, and that the massage hours would roll over. Fast forward, and it’s been nothing but a headache. Not only do you have to go to the location in person to cancel (which is ridiculous), but they don't even have an email address for customer support. I spoke with two receptionists and a manager, all of whom told me I can't cancel until a full billing cycle has passed, meaning I can’t cancel until December 15th—while I'll be out of the country! When I asked if I could at least note my request to cancel, they said no. I even asked if I could write it down in person while I'm here, and they told me no again. This whole experience has been frustrating, deceptive, and incredibly unprofessional. DO NOT sign up for their membership—it’s a scam! They have really lovely ladies convincing people to sign up for memberships and then when you want to cancel they make it a point to make it impossible to do.

Jan 05, 2025

If I could give them below 1 star I would. Absolutely the WORST customer service and the so called “general manager” was extremely rude over phone. We have now tried to book massages for TWO days months a part and they wait until the last day to say “their sick and can’t do it” with absolutely no apology or thought to try to make up for it. We have now given up two of our days for them and when when asking the “general manager” who sounds like 12 year old girl what they plan to do to make up for this she says “well what are you even looking for” and hangs up. Unbelievably rude. Will not be giving them our business.

Jan 05, 2025

I experienced 1.5 hours of moisturizing and scratching. The worse part is that I was still charged for subpar services. Customers are the core of your business. Canceled my membership due to these bad business practices.

Jan 05, 2025

This is a place that does not value their customers and members. After using a Groupon, i have signed up for their monthly membership and that was my mistake. The appointment reminders are ONLY sent on the day of scheduling and on the day of the appointment. Therefore, if your appointment is early in the day and reminder came through at 9 am of the same day and for some reason, you cannot make it - you lose your massage for that month's membership. That happened to me on the 5th month of membership, i have already referred my other friend to this location - so i have actually brought them business. They would not make any exceptions for you to keep that hour, even though i have called right after receiving that reminder email at 9.10 am and massage was scheduled for 11 am. Even though they had holiday BOGO promotions going on for non-members, they would not offer anything additional for members. As a result of that i have decided to cancel my membership but i still had one more month already prepaid: I have scheduled another appointment for the last prepaid hour and was told that i need to come in to cancel the membership in person. Knowing that there could be rules about cancellation, i came in to cancel membership in person after my last appointment has already been scheduled for a later date. During in person cancellation of membership, the rules of using the hours left on the account have not been disclosed, however, i made sure to confirm that the last hour i have on my account is already scheduled to be used. Later same day they have cancelled my last appointment scheduled for the future date saying that unfortunately they are just fixing the mistakes made and that there is a rule that hours from cancelled accounts must be scheduled same day only, that they cannot do anything about this and i have to call each day to see if there are any openings to come in same day. This is absolutely unprofessional how they do business and how they treat customers, especially in the holiday season. Happy New Year!

Dec 05, 2024

Just had the worst experience at this facility. I pay for a premium membership, so that I can come in and get relief. Usually I have a great experience but today not only did I literally go there to get oil rubbed on me I didn’t even receive the amount of time that I pay for. My massage started at 1 PM and I was in the lobby checking out at 1:50 and that includes the time that it took for me to get undressed and dressed after the massage which means my massage was literally 30 minutes or so. She left so quickly from the room that I did didn’t even get the chance to ask if the massage was over. Ito say I am disappointed would be an understatement.

Dec 05, 2024

Update - Called the number that they suggested and as it turns out, they only wanted to respond with a number so it could 'look' like they really cared. I called, asked to speak to a manager. They said there isn't one available and they wouldn't be able to tell me when a manager would be available. I left my phone number and they NEVER returned my call. Do yourself a favor. Don't use this location. Worst experience EVER! No call back from the manager and the unprofessionalism is off the charts.

Oct 05, 2024

I paid for a Groupon for the westcahse location a month in advance they made my appointment and accepted my Groupon . Today a week before my appointment the rude lady was telling me they would not accept my Groupon and that I would have to pay 98$ when I asked the lady, why didn’t they tell me this at the time that I booked the appointment that they were not going to except my Groupon? She said oh the person was new and then she proceeded to argue with me and would not give me a manager or her name I told her it’s not my fault that the person is new that Groupon has a policy that if it’s three days, they will refund my money now I have to go to Groupon and there might be a possibility they may not refund my money then she proceeded to continue to argue with me. I will never never go back to this place again they are terrible. Anybody that orders a Groupon beware because they’re gonna find a way to not accept your Groupon and make you pay $98. I have been to them before and I can tell you I am appalled by the lack of customer service that I received anybody that uses Groupon be careful because they will tell you that they will accept it and then a week before they will tell you they don’t accept your Groupon. This place is terrible. I will tell everybody I know never go to this place. It’s pretty bad for a masssge place to employ such terrible employees especially when you are going to get a stress relief massage I’m so glad I didn’t sign up for their membership having experienced this terrible customer service

Oct 05, 2024

WARNING: if you want a membership with MassageLuXe DO NOT choose this location. They are absolutely the worse! Turnover rate is ridiculous and the customer service is the pits. I was going to another location but this one was where I originally purchased my membership. When the person I liked left I called and cancelled because I’m tired of trying to find a masseuse there at any location that fits my needs. Many credits lost and they made sure I knew this when I cancelled that I would not be refunded, but my problem with this place is their GREED! I felt it in my gut that they would still try to get money even after I cancelled. Lo and behold they have tried to withdrawn from my account for the past 16 days. They have been blocked and I am reporting them because this business is nothing but a trash, money pit! Beware before getting a membership here or any MassageLuXe for that matter. They don’t let you cancel or manage your account online either. Just a pure mess in need of a total revamp or closure.

Sep 05, 2024

Michael is fantastic!

Jul 05, 2024

BEWARE if you sign up for a membership here. They do not want to provide you with a online form to cancel. I moved two hours away and tried for a week to get an online form sent to me (because I’m not driving 4 hours to cancel a membership) and kept getting the run around saying they couldn’t that I would have to drive there and cancel in person or pay for a certified letter to be mailed when the contract plainly states online form option should be available. One girl I talked to jazz was actually very professional and kind and showed some sort of understanding but can’t say the same for the other girl I talked to after her. I couldn’t get a manger to talk to me until today… every time I called it was either she’s not here or busy. Telling em to call back this day or this time. I waited on hold for 42 minutes today waiting for the manager and finally hung up. I had to call another location in attempt to even get my account frozen. Worst experience. Finally after all my efforts they called back to tell me they would send the online form (no acknowledgement that they left me on hold for 40+ minutes without checking in updating me or anything) . I’ve never had such an issue with a place in my life. It’s unfortunate because the massage luxe near where I live now was actually great but I probably won’t sign up for another membership again after this experience.

Jun 05, 2024

I was a member for about 6 years. My old masseuse used to always fall asleep while massaging me. I kept going because when she's awake, it was better than everyone elses. Anyways, I went on a skeleton plan during covid and for the last 4 yrs ($5 a month). I had over 7 hrs accumulated. I had to change my CC due to theft and the $5 a month lapse. I recently called to see if I was able to just backpay it and keep my membership and they said no. They claimed to have called me when it lapsed but I checked my phone records and no calls from them. So I've literally lost 4 yrs worth of hours and money that accumulated. They lost out bc I would have put my plan back on so I could use my free hours. But since I can't get my membership back started, screw them.

May 05, 2024

Always 5 stars!

May 05, 2024

I paid for glycolic peel for my mom (who doesn’t speak English but obviously has done peels before) and they lied about the service provided. Before leaving I confirmed if a peel was really done on her since my mom said she didn’t feel anything on her skin. They lied and confirmed that it was. I then called them saying my mom confirmed a peel was t done on her. They then cover up saying they diluted the peel. Clearly they are making you pay but absolutely not delivering what promised and entire staff lies.

Apr 05, 2024

As a loyal member, I’m very disappointed with what transpired today. I made an appointment 2 weeks ago before I left their facility with the front desk employee. The employee NEVER made my appointment despite confirming the day, time and masseuse. I called this morning to confirm since I never received a confirmation email and they had no record of my appointment. I understand that mistakes happen, but they have poor service. I didn’t even receive an apology or an offer of what they can do to make their mistake right. I will be heading up there shortly to cancel my membership in person and find somewhere else. This is a luxury service and I have not received luxury customer service from them. Very disappointing.

Apr 05, 2024

Every one here gives great massages. The price plus experience equals out I highly recommend.

Mar 05, 2024

If I could give zero stars I would. The management and franchise owner of this location runs their location terribly. If you’re looking for a massage DO NOT GO HERE. They do not appreciate their customers and STEAL from their guests. If you buy a gift card, they hide expiration dates. Even if it’s just a few days past the expiration. They lock you into a membership that can not be used at other locations and they have absolutely terrible customer service.

Mar 05, 2024

OMG, where do I start? The girls at the front greet you with a smile. I had Dorothy and she was AMAZING!! She made me feel comfortable and her massage technique was unmatched. Definitely will be returning.

Feb 05, 2024

A great experience!

Feb 05, 2024

Book a 90minute deep tissue with Michael. You'll thank me.

Feb 05, 2024

First off I never leave reviews, but I am so shocked at how this location handles themselves. I had a massage appointment today August 30th and Tampa was hit with hurricane Idalia early this morning- I am located in zone A and the street located outside of my neighborhood is completely shut down due to flooding and hurricane surge. I called this location and they said they will still be charging me my hour. I was shocked. I than stated I wanted to cancel my membership (which I have been a member for several years) and they stated I could only cancel in person or by certified mail. Wow! Sure let me drive right through the police blocking the flooded streets to cancel my membership. This review doesn't reflect the therapist at this location but the management. Very disappointed in how this was handled and they have lost a customer for it- not to mention the word of mouth that I will be spreading in regards to this.

Feb 05, 2024

Had a chance to give this location a try. However, I had to figure out how to get everything setup from my wife’s & my account plus 2 guest. Mia was by far excellent with her professionalism and customer service. She went above n beyond to ensure we’d be taken care of and pretty much last minute. You couldn’t tell from talking to her that I was a short notice reservation. Post pandemic feels like services are lacked however not when it came to Massage Luxe thanks!

Feb 05, 2024

I bought a massage for my husband and he saw Sara today (a new massage therapist there) and he LOVED it! He said 10 out of 10! It was a deep tissue and he said it was as fabulous as any 5 star hotel services we've used in the past.

Feb 05, 2024

I purchased a Groupon and they would not let me use it. And Groupon only gives your money back within 3 days now. So I lost money. This place is a scam and stole my money and did not go through with the service I paid for.

Feb 05, 2024

John is fantastic!

Feb 05, 2024

My wife & I will NEVER step foot in MassageLuxe of Westchase, again. I purchased a massage Groupon for her & and I for Christmas late Nov '23 and called early Jan '24. The "only" stipulation was " Not valid for clients active within the past 12 months." The lady who booked our massages confirmed that it had been well over a year in 2022 when we were last in, so she took the Groupon #'s and redemption codes to book us. The next day, they called and advised that they wouldn't honor them as they will only honor 2 Groupons in a lifetime. The manager checked w/ the owner and they didn't care that Groupon isn't wanting to refund the money for these active groupons after 4 chats w/ 4 Groupon agents (who ended the chats without offering to resolve) and despite not stipulating this in Groupon's fine print, they advise that this is their decision at their location. Instead of honoring them or offering a compromise to meet half way, they've shown their true colors as a business. Now, I understand the other reviews that I've read about this location. Hopefully, we can dispute this with our credit card company.

Feb 05, 2024

Thank God I read the reviews before getting the Groupon. Dodged a bullet.

Feb 05, 2024

This place has a bad smell and is not particularly clean inside, hence why my wife wanted to cancel, but they said we had 1 hour left when we went in to cancel. They advised that if we canceled we could not use that hour. They booked me an appointment for the next day, using my wife's hour. My wife did not want to use it because of her complaints above about the facilities. When I went in today, I encountered an unbearable woman who said I could not use my wife's hour, despite the fact that we had made this appointment the previous evening together with the staffs knowledge that the appointment was for me and that nothing in the contract prohibits it. I advised that my wife wants to cancel then, they said I cannot cancel her membership, so I called my wife. My wife advised she wanted to cancel, they said she has to come in person. My wife said she will come. They then said she cannot cancel it. As it turns out, their initial membership enrollment period spans 2 months and they do not permit you to cancel during that time (no affirmative and future cancellation - even if you're fine paying that future fee, they don't let you cancel). They will not permit you to cancel unless you show up in person - even though their contract says you can request the cancellation form via phone. (Under billing consent: "In order to cancel you must do one of three things... or call your home spa and have them send an online cancellation form via email.") The only credit I can give is that the other staff members besides that one woman have been quite kind.

Feb 05, 2024

Worst scheduling. I’m sure illegal things are happening in and out of this place and that’s not a hunch 🤷🏼‍♂️ loud therapists work here as well can never relax. Wouldn’t recommend.

Feb 05, 2024

You should be ASHAMED of yourselves! Bad business do NOT recommend!! Wouldn’t even give one star! You tell people they can use Groupon then an hour before the appointment you say they can’t, then you REDEEM the massage on Groupon and call the police on the patron when they ask for their money back???? TERRIBLE CUSTOMER SERVICE!! I guarantee you will be flooded with bad reviews until you refund the money you STOLE!!