Massage Envy

Excellent experience!!! I have been a Massage Envy member for 7 years now and have had a wide range of therapists. Marie is incredibly skilled. My boyfriend saw Heather for the second time this evening and we will both be returning to this location. Yes, you do have to book out in advance but that's just how it goes when the massage therapists are good at what they do!

I was excited as I purchased a Father's Day massage for my husband and received a complimentary facial. I had previously had an excellent experience with a long term esthetician who is now retired. No problem scheduling an appointment, my facial experience was quite adequate until I arrived home and realized she had not completed extractions on several areas of blocked pores. I contacted Massage Envy and was told there was not an option to return to complete the facial, that I would need to reschedule an additional facial (according to a manager) and there was no offer to do this without a charge. I'm thinking very poor customer service here!!!! 8/4/17: After this review, I received a call from a manager who offered a complimentary facial that was efficiently scheduled and was excellent. I will be returning to Massage Envy for future services!

For anyone that knows how difficult it is to find an exceptional massage therapist, This is not the place to find out. When they make you commit to a year long contract without knowing what you are going to get, well to me, that is not very customer service friendly. I understand its part of the business model to guarantee revenue, but it should be about pleasing your customers first. It took 4 months before I finally found a Massage Therapist "Marie" that could apply enough pressure, and responded to my body, not just gave me a generic massage. My other complaint is the only Massage Therapist I found that could do the job well, was always booked up for 3 weeks+ in advance, and as you know, when you need a massage, You simply cannot wait for 3 weeks and I didn't want to take the chance and pay for another massage when it would be a waste of time and money. On the other hand, I received an excellent Facial from "Sonya" which I was quite happy with at the very end.

Horrible customer service. Cancelled membership during difficult pregnancy. I had 8 massages to use but was unable to use any until postpartum. They gave me double the time to use the 8 massages, however most of that time occurred during my pregnancy (this left me with one month to use 8 massages!). I called to see if they could extend it for a short period (I had 2 remaining) but both Ashley and Jenny (manager) refused to reinstate my remaining credits. They stated I had long enough to use them. Never mind that I had a MEDICAL reason. This location used to have great customer service but has gone the same direction as the other locations. Avoid their horrible service and go to one of the other numerous monthly massage places that exist. Also, when I initially cancelled in 9/16 I told Ashley there was absolutely no way I'd be able to use the credits by 12/31 and she stated "don't worry about it. Just contact us and we'll extend it". Well that was clearly a lie. Furthermore, every time I called to book a massage it was impossible to get in with the massage therapist of my choice. There is a reason they only get 2.9 stars!

Marie is the absolute best! Seriously, I have been getting massages for decades and she is truly the best I have ever had. The front desk is always kind and extremely professional as well. Thanks massage envy

BUYER BEWARE!!! Due to the Covid shut down, I had about a whole year’s worth of credits accumulated and then there was hardly anybody to even schedule with for the following year and now I’m being denied a refund. The current manager of the W. Lake St store is extremely rude. It’s a great reminder to myself that if I’m ever that rude to people , I would be so embarrassed for myself. I hope Massage Envy corporate enjoys the $1000 of mine plus the next few months of my money because I’m going to do everything I possibly can to spread the word/Posting online , about their very poor customer satisfaction policies. I wanted to pause my membership, but then I can’t even use my credits!! And then, If I cancel my membership I have 2 months to use my credits or forfeit the money! Wait, what?? It’s MY money. How am I supposed to use 18 credits in 2 months. And then I PAID $10 to gift 1 credit to my boss because she’s amazing and then I find out oh, you can only gift one credit every two months to someone. AND YES THEY CHARGE $10 to transfer 1 credit!! Unbelievable, I’ve been a paying customer for FIVE YEARS and this is how customers are treated. BUYER BEWARE! BUYER BEWARE!

I used to really like Calhoun, but then the cancellations started. and twice they didn't even call me when they cancelled my appointment, so I took my time to get ready and get there, only to find I had no appointment. I have significant vertebrae issues in my low back and neck, I don't come for relaxation massages, they are therapeutic. Seems my regular therapist decided he liked the fluff ones, and I was too much work. He suddenly had a lot of family emergencies at my appointment time. I gave him one last chance, he made it very clear he didn't want to work on me anymore, the fun, happy guy that would chat through all my sessions was suddenly terse, quiet, just barely this side of rude. Done. So I cancelled any pending appointments. Time to go to another facility.