Massage EnvyReviews of massageenvy.com

I booked an hour message at the Massage Envy on Shelbyville Rd. in Louisville KY. I was told that the hour massage would cost $80. My appointment was scheduled from 6:30-7:30 and the therapist did not come get me out of the waiting room until 6:40. So the message did not start until 6:45 and it ended at 7:17. Then the therapist told me that if I was not tipping him in cash that i needed to Venmo or Cash App the tip. My card was on file so they charged my card when I was leaving. Later I looked at my account and they charged me $137.80 for a 35 minute massage. Not counting the tip that I had already left the therapist. When I called and asked why they charged me so much they said that because I was not a member the $80 massage was not an option even though that is what I was told when I booked the massage. They told me that there was nothing they could do about that except maybe give me a free hand exfoliating during my next massage. So I ended up paying $167.80 for less than a 40 minute message. Almost double what I was quoted for the massage. Extremely frustrating and 100% not worth half of what I paid.

I was discriminated against my bringing my service dog with me to my Massage Envy appointment today at the Toco Hills Atlanta, Ga. I followed the guides established by the ADA in speaking to the manager at that location who treated me in an embarrassing and humiliating manner. I will never return there again until remedial action is taken. I intend to file a suit with the DOJ, Civil Rights Division.

Venice, FL - I loved my Massage Therapist but the office staff are horrible!!! I signed up for auto pay thru my checking account. Every month for the past 3 months THEIR system had a failure. My account was just fine. In fact my auto insurance has auto pay w/ no problems. So each time I paid cash. In Jan I paid the front desk at the beginning and she went home and so the front desk associate did NOT BELIEVE ME THAT I PAID!!! I told her to run the security tape. The next 2 months their ACH withdraws FAILED again so I paid cash each time asking for a receipt. Then this month a new manager was their and she tells me I NEVER PAID AND DEMANDED PROOF and said it was MY FAULT THE ACH DID NOT GO THRU. I DID GET UPSET BECAUSE IT WAS ALL NOT TRUE!!!! SHE THEN SAID I WAS "MAKING A SCENE" and threw me out of the store. She basically accused me of lying and thievery. I was coming to relax and instead got all stressed out by these people. (every month the office staff ADMITTED there were problems with the ACH withdraws and I WAS NOT THE ONLY CUSTOMER WITH THIS PROBLEM!) She never bothered to see that what I was saying was true! She was heavy-handed and humiliated me to boot. Wow. Scary that they are handling people's finances in this manner. How long are they going to stay in business?

Terrible company terrible massages even worse customer service. Never was I able to get an actual appointment except for odd times in the middle of the day during the week I work full-time and it was just never going to work out. I wanted to cancel, but they informed me that my 28 credits would not be refunded back. I would have to use all 28 credits, so I allowed it to keep rolling over and hopes that I was in somehow get an appointment, the pandemic happened and they closed after they closed. They stopped charging me when I requested them to stop charging for a monthly membership I wasn’t able to use. Eventually they were able to reopen and yelp said that they would open in December. I went back and they had closed indefinitely and it was now a Verizon store , one of the owners of that store in San Ramon California owns the Brentwood location. I tried to call the Brentwood location they told me to call corporate corporate. They told me that I had to contact the Brentwood location and it was back-and-forth until nothing was concluded I was out $2700 And a lot of wasted time do not trust this

I have been with massage envy for years. I moved to Tallahassee a few years ago and referred my boyfriend and picked up a membership at the Kerry Forest Location. A new bank card was issued to me due to potential fraud. I set up a birthday massage with my favorite massage therapist Jesse and all was well. On my bday 1/30 I received a call from massage envy. I was under the assumption it was the 24-hour courtesy appointment reminder so I answered the phone and after the massage envy employee greeted me I advised I will be in tomorrow for my appointment. The massage envy employee interrupted to advise they attempted to take payment however a payment for this month (mind you I have 3-4 credits on my account) was not received. While the employee was still talking I went to get my purse to provide my newly issued bank card numbers when I was not only surprised but offended that her response included, "that's the thing, because we did not receive your payment, we would have to cancel your appointment for tomorrow". I stopped everything I was doing because I could not believe what I was hearing. There needs to be some sort of training or etiquette when reaching out to customers regarding payment issues or appointments. I advised the employee that her deliverance was poor and tbh she must have lost her mind. I also advised it was my birthday and for her to threaten me about cancelling my appointment (which was cancelled) even though Massage Envy already had well over 3 unused payments and the massage scheduled was already paid for and taken out of my account. In a condescending tone the employee replied, "that is the policy." I kindly advised her that I not going to let her ruin my birthday with her unprofessionalism and this money-grab policy and hung up. I will be cancelling my membership today. I drive over 20 minutes because in Tallahassee there is only 1 Massage Envy and the lack of empathy, courtesy, professionalism, and common sense is not worth that long drive. There are so many ways to contact a long time customer and simply advise, "Thank you for confirming your appointment. I am also reaching out because our records indicate a failed attempt for this month's payment. Would you like for us to update your card information.. etc", instead of trying to bully the payment out of your customers. Now you've bullied my business and money out of your pockets for good.

I received a gift card back in 2008 for a massage. I'm in California and gift cards by law never expire. I lost the card for years and finally found it again. I went to redeem and was told that it probably expired and we can't look it up because it is too old. This is not acceptable according to the law. I've found gift cards I used 20 years after it was purchased with no issues at other establishments. This is theft. I contacted corporate who told me the card was redeemed by the original person who bought it in 2013. That is not possible since the card was lost in the back of my for the last 15 years. In additiona, I asked my friend who bought it for me many years ago and she has no idea why they would say that since she has never gone to them for a massage. I got tired of fighting them. Don't go to them. They just steal your money. I guess they will just take the money without giving service.

I have been a member of ME (this location specifically) for OVER 10 years. The last 4-5 years (before Covid was declining, after Covid APPALLING) There are never appointments available online or via their app, and if you call (they don't answer) or go in they MIGHT be able to schedule you for something 1-3 months out. Good luck trying to get in they have only 12/13 therapist on staff. I was there on a Sunday in December 2023 and they had one massage therapist and one person doing facials and had to close by 4 pm because they have no staff. I have 6 friends in the same boat as me with a bank full of paid massage credits (2 years worth if I could get in Monthly - $2,500+) and we can't get in. And yet they are still signing people up. DON'T Waste your money!!! Customer service is disgraceful and management will not help you or provide you with any kind of resolution. They will however threaten to cancel your membership if you assertively, yet calming ask them for a remedy. There is a reason they have an F rating on the BBB and I lost count of how many 1 star reviews on Google. THEY DO NOT CARE! I have been lied to several times about policies and now threatened. This company is nothing more than thieves. They take your money and do not have the ability to provide the services they are selling. If you try and cancel you will have 60 days to use your credits. Now how is that possible when you have to wait sometimes 2 months to even get in for ONE service.

I find myself writing another disappointing review about Massage Envy in Mt. Lebanon. They canceled my appointment FOUR times. They called so late I was unable to find an opening on the weekend. They will not give me my money back and they continue to charge me unless I sign a paper a paper saying I don't want my money back. Don't get stuck in their membership. The manager was unsympathetic and phony.